SUPPORT TECHNICIAN I

Job Summary

Resolves information systems problems involving office automation data communications LAN POS etc. Provides first line customer support determines nature of and urgency of problem dispatches help etc.

Duties and Responsibilities :

Incumbents of this position must be U.S. Citizens.

Provides first line information systems customer support to information system users worldwide using technical knowledge of computer hardware and software.

Identifies and where possible corrects the problem.

• Manages and controls all requests for information systems resources by using an automated help desk tracking system. Enters all requests for resources assistance into the system and tracks status progress of open requests.
• Obtains all mandatory information and enough of a description to sufficiently describe the problem and dispatch appropriate assistance to resolve the problem.
• Determines the nature and urgency of the problem. Refers problems to the appropriate level for resolution. Where required notifies supervisor and management of urgent or sensitive problem areas.
• Monitors and updates status of open trouble reports and provides feedback status to customers.
• May provide weekly and monthly productivity reports or assist in preparation of such reports.
• 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.
• Perform other related duties as assigned. 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 and2.

Per SECNAVINST 1543.2 Cyber IT CSWF individuals shall participate annually in 20 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 SSCP4.

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 OS5.

A Signed Privileged Access Statement6. Candidates without the required certification may be placed into this job but must obtain the required certifications within 6 months of appointment failure to obtain this requirement will result in termination of employment.

Qualified candidates must be U.S. Citizens.

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 : One year of experience in the following

Technical Support experience in one or more of the following areas O S i.e. UNIX Windows XP W7 DOS Linux O S400 etc. Database Oracle SQL Server dbase Access etc.

Point-of-Sale Electronic Messaging Desktop Applications Retail Financial Distribution Logistics 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 .