LEAD SUPPORT TECHNICIAN
Employment Type: Full-Time
Industry: Information Technology
Job Summary Provides firstcontact resolution and onsite customer support for computer and telecommunications equipment peripheral hardware devices and software applications in a network infrastructure. Duties and Responsibilities Incumbents of this position must be U.S. Citizens. - Provides support for analysis and resolution of escalated customer technology issues. - Leads day-to-day technical support guidance for Technical Support Analyst I and II associates to support the network infrastructure, internal desktop systems, software, and hardware. Escalates complex issues to Level III Analysts or management. - Troubleshoots desktop systems and network issues in a diverse environment. - Works on problems where analysis of situations or data requires a review of a variety of factors. Exercises judgment to determine appropriate action. - Utilizes the appropriate computer system diagnostic tools, vendor manuals and internal documentation to monitor application and network status to determine probable cause and corrective action. - Participates in the development of information technology and infrastructure projects. - Trains Level I Analysts on advanced troubleshooting techniques in areas subject matter expertise. - Ability to work independently or in a team and provide quality output with minimal supervisiondirection. - Serves as a liaison on cross functional teams by attending meetings, analyzing customer data to ensure relevant information is being collected, and reporting results to management. - Provide superior customer service in handling customer inquiries, problems and complaints, as well as processing all customer inquiries in a timely and efficient manner. - Performs periodic checks of Technical Support Analyst I and II work for quality assurance metrics. - Establish and lead customer focused initiatives that lead to increased customer satisfaction and revenue saving opportunities. - Seeks possible trend identification to eliminate a problem's root cause. - Comprehensive use of Service Desk tracking software of customer requests. - Establishes the priority of problems and requests to meet the Service Level Agreement (SLA) requirements. - Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues. - Communicates highly technical information to both technical and non-technical personnel. - Creates and maintains documentation on technical procedures within a technical knowledge-based application. - Participation in 7x24 rotating support schedule is required and travel up to 25. - Ensureimplement the rigorous application of Information SecurityInformation Assurance policies, principles, and practices in the delivery of Systems, Applications andor Services (Hardware Software). Perform other related duties as assigned. IAT2 jobs This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency. Check and Inquiries (ANACI). Department of the Navy (DON) Cyber Information Technology Cybersecurity Workforce positions (Cyber ITCSWF) This position has been designated as a Cyber ITCybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber ITCSWF Program requirements of SECNAV M-5239.2, which include 1. Earn and maintain appropriate credentials from the Cyber ITCSWF Qualification Matrix (described in SECNAV M-5239.2) associated with the specialty area and level commensurate with the scope of major assigned duties for the position to which you are assigned, and 2. Per SECNAVINST 1543.2, Cyber ITCSWF individuals shall participate annually in 40 hours of continuous learning (CL) activities to be documented in a current individual development plan (IDP) signed by both the employee and supervisor. 3. Required Minimum Cybersecurity Credentials, in order of precedence, to qualify for the position are- a. Education (at least one of the following) i. Bachelor Degree from accredited University (subject matter as listed in SECNAV M-5239.2 Appendix 4) ii. CNSSINTSSI 4015 Systems Certifiers 4016 Risks Analysts Or b. Training (at least one of the following) i. 14AA - Common Submarine Radio Room (CSRR) Maintenance Technician ii. 14BH - SSN 774 and SSGN 726 Class Electronic Warfare Support (ES) Equipment Maintenance Technician iii. 14CM - SSN Radio Frequency (RF) Equipment Technician iv. 14HH - SSN 21 and SSN 688 Class Electronic Warfare Support (ES) Equipment Maintenance Technician v. CYBR1005 Security Essentials vi. NEC 1316 ANBYG-1 (V) TI04 Combat Control Maintenance Technician vii. NEC 1319 SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician viii. NEC 1346 ANBYG-1 (V)9 TI-10 Combat Control Maintenance Technician ix. NEC 1347 ANBYG-1 (V) TI-1214 Maintainer x. NEC 2710 Global and Command Control System-Maritime 4.X (GCCS-M 4.X) System Administrator xi. NEC 2765 Global Command and Control System-Maritime (4.1) Increment 2 System Administrator xii. NEC 2766 Global Command and Control System-Maritime 4.0.3 (GCCS-M 4.0.3) System Administrator xiii. NEC 2791 Information Systems Technician (IAT II) Or c. Certification (at least one of the following) i. CompTIA Security ce ii. GIAC Security Essentials Certification (GSEC) iii. Systems Security Certified Practitioner (SSCP) 4. Operating SystemComputing Environment Certificate Operating SystemComputing Environment (OSCE) certificate of training, as dictated by the Command Cyber ITCSWF Program Manager Microsoft Windows 10 Desktop OS 5. A Signed Privileged Access Statement 6. Candidates without the required certification may be placed into this job, but must obtain the required certification(s) within 6 months of appointment failure to obtain this requirement will result in termination of employment.Requires a total of 6 years of combined experience and must be a . GENERAL EXPERIENCE 3 years experience in administrative, technical or investigative work which demonstrated the ability and aptitudes required to perform technical, managerial or analytical work involving management information systems. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE One year of related academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4 year bachelor's degree for 3 years of general experience. AND SPECIALIZED EXPERIENCE 3 years of experience in the following -Technical Support experience in one or more of the following areas OS (i.e., UNIX, Windows XPW7, DOS, Linux, OS400, etc.) Database (Oracle, SQL Server, dbase, Access, etc.) Point-of-Sale, Electronic Messaging, Desktop, Applications (Retail, Financial, DistributionLogistics, Human Resources) -Working at a technical Help Desk or in a System Support position -Utilizing automated tools for tracking and monitoring support activities -Analyzing support activities through use of automated tools to identify trends in problem resolving metrics SECNAV M-5239.2 DoN, Information Assurance (IA) Workforce Manual requires that all incumbents of this position possess, and maintain current, two types of certifications as follows IA Certification One of the following certifications A , Network , Systems Security Certified Practitioner (SSCP) or one of the following higher level certification Security , GIAC Security Essentials Certification (GSEC), Security Certified Network Professional (SCNP), Certified Information Systems Auditor (CISA), Certified Information Systems Security Professional (CISSP), GIAC Security Expert (GSE), Security Certified Network Architect (SCNA). NEXCOM preferred certification is Network Technical Certification MCDST, MCTS Window 7 certification or any replacement certificate or exam that Microsoft may announce in the future to replace Windows 7 Configuration Exam 680. Certification must be valid (not expired) as defined by the policy of the certification issuer. Candidates without the required certification may be placed into this job, but must obtain the required certification within 6 months of appointment failure to obtain the proper certification requirement will result in termination of employment. This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI).
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