Title: SUPPORT TECHNICIAN I Location: United States-Virginia-Virginia Beach Job Number: 220001XM 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, 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. Qualifications: 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).
