CLIENT SERVICES TECHNICIAN

Serves as Client Services Technician with the responsibility for providing procurement, configuration, implementation, troubleshooting, and overall support for end user devices and other related equipment. Devices include computing and mobile devices of varying operating systems, peripherals, point of sale/service devices, etc.



Performs the full spectrum of end user computer (i.e. PC desktop/laptop, MacBook, iMac) and mobile (i.e. Blackberry, iPhone, tablet) support to include procurement, configuration, implementation, troubleshooting, and overall support for end user devices and other related equipment.

Installs and configures end user device software to include operating system files, and works closely with Client Services Engineering staff and management when issues with the image process, software installation or application support needs arise.

Integrates hardware, software, and end user applications.

Provides system integration of hardware and/or software.

Serves as customer service liaison to NEXCOM end users.

Respond to Level II Helpdesk requests.

Responsible for collecting complete IT requirements for NEX initiatives including, but not limited to, numbers of end user computers / mobile devices and placement, number of Point of Service registers and placement, number of printers and placement..

Conducts one on one end user device software training for NEXCOM associates as needed.

Prepares purchase requests for software and hardware utilizing automated procurement system, and provides central point to manage assigned equipment purchases, and logistics tracking.

Provides analytical, technical, and administrative support in the design, installation, and maintenance of new and existing end user computer and mobile systems, including network and e mail operations.

Responsible for the proper function of all Client Computing equipment in support of NEXCOM operations.

Installs computer equipment after initial site preparation in accordance with manufacturer's requirement. Works with appropriate facilities staff to effect installation of required electrical power and/or communications cabling.

Coordinates with responsible personnel and other NEXCOM functional codes to ensure and verify that all required infrastructure is in place and tested prior to turnover to user.

Troubleshoots end user computer / mobile device problems and determines appropriate course of action to return to operational use. Rectifies problems through appropriate adjustment to equipment and/or configuration. Refers problems beyond his/her ability to manufacturer's representative for resolution. Follows up with users and vendors to ensure problem is resolved.

Must possess valid driver's license to support off site facilities.

Coordinate equipment repairs for NEXCOM field sites.

Ensure/implement the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications and/or Services (Hardware & Software).

Ensures site survey information and documentation is provided to vendors after reconciliation.

Required to respond to calls 24x7x365 (On Call).

Responsible for IT asset management, reporting and recording all IT assets for all completed IT assignments.

Performs other related duties as assigned.

Note: Must be able to lift 50 LB, kneel, bend, and stand for long periods of time.

IAT1 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 IT/CSWF).

This position has been designated as a Cyber IT/Cybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber IT/CSWF Program requirements of SECNAV M 5239.2, which include:

1. Earn and maintain appropriate credentials from the Cyber IT/CSWF 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 IT/CSWF 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. CNSSI/NTSSI 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 AN/BYG 1 (V) TI04 Combat Control Maintenance Technician
vii. NEC 1319 SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician
viii. NEC 1346 AN/BYG 1 (V)9 TI 10 Combat Control Maintenance Technician
ix. NEC 1347 AN/BYG 1 (V) TI 12/14 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 System/Computing Environment Certificate
Operating System/Computing Environment (OS/CE) certificate of training, as dictated by the Command Cyber IT/CSWF 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.



GENERAL EXPERIENCE: Three years of experience in administrative, technical or investigative work which demonstrated the ability and aptitudes required to perform technical and analytical work involving management information systems.

OR

SUBSTITUTION OF EDUCATION FOR EXPERIENCE: One year 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 in business/information systems or computer science discipline for general experience.

AND

SPECIALIZED EXPERIENCE: Minimum of 2 years experience in the following. PC Hardware, software, and operating systems installation, upgrade, troubleshooting, repair and deployment. Technical support experience in one of the following operating systems (i.e., Novell, Windows XP, Windows 2000, Windows 2003, Windows 98SE, Linux). Systems user account administration. Application deployment.

IAT1 jobs:
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).