In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Duties include but are not limited to:

• Provides Tier I and II level helpdesk hardware and software support for Fleet and Family Readiness FFR devices to include Point of Sale (POS), patron and business for the enterprise.
• Provides Tier I and II level customer support for HQ Millington NMCI devices, email distribution groups, and shared folder access and management.
• Provides NMCI and non NMCI smartphone support.
• Provides Video Teleconference support for NMCI and commercial systems.
• Collaborates and liaisons with program managers and attends conference calls as required.
• Diagnoses and resolves problems in response to customer reported incidents.
• Assist with needs analyses to define opportunities for new or improved support process solutions.
• Performs helpdesk ticket intake, assessment, analysis for solution, assignment, implementation of corrective action to resolve discrepancy and tracking of ticket to completion and documentation.
• Researches, evaluates, and provides feedback on problematic trends and patterns to support requirements.
• Performs configuration/troubleshooting, and maintaining of customer hardware and software.
• Participates in the planning and delivery of a full range of customer support services to the organization.
• Presents informal training to staff and customers in using hardware and software systems.
• Reports, responds to, and resolves customer requests.
• Performs and ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Provides tiered support in a manner that minimizes interruptions in customers' ability to carry out business activities.
• Provides expert and proactive technical advice, guidance, and recommendations to management and other technical specialists on IT issues.
• Coordinates and provides technical support of deployed applications.
• Creates solutions guide to typical and recurring helpdesk tickets and post for general use.
• Analyzes customer/user/process owner change requests and/or makes suitable alternative recommendations to support mission requirements.
• Consults with customers to identify and specify requirements.
• Provides cross training to colleagues as required or appropriate.
• Serves as Contracting Officer Representative (COR) or Assistant Contracting Officer Representative (ACOR) or Technical Advisor (TA) as required.

Conditions of employment

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess at least one of the following:

• A bachelor's degree from an accredited College or University in the one or more of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.
• A degree that provided a minimum of 24 semester hours in one of more of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.
• 2 years of specialized IT experience with an emphasis in support of computer hardware, application software, or call center operations.

• Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to intake, assign, monitor and complete helpdesk tickets.
• Knowledge of CNIC's organizational structure, functions, and mission.
• Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in customer support.
• Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems.
• Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements.
• Knowledge of and skill in supporting NMCI devices and systems to achieve end user device functioning at optimal level to meet mission requirements.
• Knowledge of and skill in understanding organizational business processes and operations.
• Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions.
• Skill in collaborating with customers and staff to identify and solve problems.
• Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools.
• Ability to make helpdesk processes and operations recommendations for improvements.
• Ability to communicate effectively both orally and in writing.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.