Job description
Overview:
NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com
Responsibilities:
Preferred Education and Experience:
Physical Requirements:
This position requires the ability to perform the below essential functions:
NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI's AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.
NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com
Responsibilities:
As a
Secure Mobile Support Technician, you will work with Technical SMEs to support, maintain and service current community of users, which includes over 1,200 DMCC-S devices and 420 WINDAR devices with a possible growth of up to 50% within the NCR region over the first 6 months of performance.
In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Provide requirements processing support, imaging/ device configuration support, asset management (to include deployment), and sustainment operations and maintenance (O&M) for JSP Secure Mobility Requirements.
- Support project activities and client contact that addresses the entire life cycle of a service, from the implementation of the service to the retirement of the service.
- Proactively support all WINDAR-S and DMCC-S Secure Mobility devices within the supported JSP customer environment
- Track asset location and allocation through the inventory, imaging, provisioning, reprovisioning, fulfillment, deployment, decommissioning, and disposition phases of asset life cycle.
- Provide service with a customer-facing interface for receipt and processing of customer requirements, to include additional information collection required to support JSP billing and reimbursement coordination through Government-defined process checklists. Implement best business practice methods to efficiently use resources and support customer requirements.
- Image, provision, and reprovision devices to support fulfillment of customer requirements, as defined by Government-provided guidelines and standard operating procedures and Government-approved work instructions developed and maintained by the Contractor.
- Perform non-intrusive maintenance activities for any device as required to effect the continued operations of the system in accordance with manufacturers’ specifications. Includes diagnostics, troubleshooting, reconfiguration or software installation actions to correct any system errors indicating a defect in the system operation. Standard response is 8 business hours; VIP priority response is 2 business hours. VIP service is provided to approximately 30% of WINDAR-S devices and 10% of DMCC-S devices.
- Provide on-call VIP Support (2-hour physical onsite response) after hours and during emergencies.
- Effectively label all devices with clear instructions for users to contact the JSP Service Desk with appropriate identification for the device.
- Use the government’s ticket management tool (currently Remedy) to track customer service requests and trouble incident tickets, manage one or more associated Secure Mobility ticket queue(s), develop and report performance metrics, manage and escalate outage events, and support ticket reviews as requested by Government.
- Being able to work in fast pace changing environment.
Requirements:
Active Secret security clearance- Bachelor's with 1 or more years of experience, or a Master's with 0-2 years of experience
- Current DoD 8570 IAT Level II certification: CCNA Security, CySA+, Security+ CE, etc.
Preferred Education and Experience:
- ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
- Hands-on experience working with BMC Remedy ticket systems
- Prior work experience in a fast-paced DoD environment
Physical Requirements:
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
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