IT Specialist (5516)

Essential Duties & Responsibilities

• Create and maintain customer relations ensuring the POC is aware of their customer base and the customers are aware of whom their NMCI POC is.
• Create and maintain employee and seat order data within NMCI Enterprise Tool (NET) (or NMCI ordering system) including creating profiles for new employees, ordering new seats, transferring assets, and terminating seats as required. 
• Maintain effective communication with other NMCI POC’s especially as employees move throughout the organization.
• Follow procedures for CLIN ordering outside of NET to support specific Competency/PMA requirements.
• Maintain a working knowledge of proper NET procedures through attendance of training sessions and communication with NAVAIR CTR Staff members. 
• Maintain familiarity with the NAVAIR NMCI Portal, NMCI Websites & other NMCI documentation.
• Work with Competency/PMA Manager, Financial Approver, and NAVAIR CTR Team in addition to following NMCI business rules and other guidance/directives provided by the NAVAIR CTR to ensure seat orders are cost effective and accurate.
• Respond to data calls in accordance with specific directions provided.
• Maintain local records (spreadsheets, databases, etc.) of Competency/PMA data.
• Assist customers if they encounter obstacles in processes for receiving their new equipment and receiving applicable documentation by forwarding issues for resolution to the NAVAIR CTR Team.
• Elevate issues regarding receipt of proper (ordered) equipment and incomplete seat/service delivery within allotted timeframes to the NAVAIR CTR Team.
• Verify that users requesting legacy applications have the required software license(s) or are covered by Navy-wide licensing.
• Elevate issues to NAVAIR CTR Team as required for disputes between customers and the NMCI contractor.
• Report changes or emerging requirements (i.e. external connectivity, print, kiosk, etc.) to the NAVAIR CTR Team.
• If required by the site, ensure RDT&E equipment and kiosk computers meet valid requirements and are properly identified.
• Ensure co-workers are kept up to date on NMCI status and compliance with guidance distributed by the NMCI CTR Team.
• Attend regularly scheduled and other scheduled meetings specifically the NMCI War Room and site-specific POC meetings to remain informed on NMCI implementation policies, procedures, and current user issues.
• Maintain working knowledge of MAC policies and procedures, ensuring proper format and correct data fields are populated during creation, and ensuring completion in accordance with customer requirements and time constraints.
• Ensure users document all problems with the NMCI Help Desk and obtain a ticket number to support the escalation of problems.
• Elevate unsolvable end user problems to NAVAIR CTR, CTR Staff members or other appropriate entities to elevate to the NMCI contractor after following established NMCI processes (such as opening a trouble ticket with NMCI Help Desk).
• Assist with Outlook Issues, maintain printers and copiers, and assist with printer mappings.  Submit MAC requests and assist with processing SAAR/SAAR-N forms.  Assist with data migration and backups and validate asset information for machine refreshes.
• Provide Technical assistance to customers with software, hardware and connectivity issues.
• Assist customers with audio-visual equipment to include conference room set-up for VTCs, phone conferences and both unclassified and classified meetings.  
• Assist customers with set-up of desktop/laptop workstations (i.e. people new to office/switching desks).
• Maintain/update Outlook distribution lists and share drive and SharePoint permissions.  Assist with share drive/SharePoint maintenance/organization.
• Coordinate with customers and Base Telephone Office regarding desktop phones and mobile device requirements.

Required Skills/Experience

• Clearance Required: Secret
  • Must be able to obtain and maintain a Top Secret clearance
• 3+ years of experience
• Knowledge and experience supporting customers with computer hardware and software
• Written/oral communication skills
• Proficient in Microsoft products - Outlook, Excel, Word, TEAMS
• Strong attention to detail of identified data elements
• Ability to work as a member of a team
• Strong work ethic, commitment to producing optimum results for each given task
• Willingness to pitch in and help with whatever task is needed to get the job done