Location: San Diego, CA (on-site 3 days a week, 2 days remote)
Position Summary:
The ACTR will be the NavAide representative designated to provide mission critical NMCI user onboarding support, IT asset management, NMCI network support, ACE-C systems/applications user management, and initial troubleshooting support for Navy Enterprise Office 365 and Navy Flank Speed issues encountered by users. The ACTR serves at the first line of IT support for users and provides end to end management of computers and phones (issuance, software updates, technical refreshes, loaner pool management, NET management), troubleshoots NMCI network and Video Teleconferences (VTCs) connectivity issues, and coordinates and manages IT equipment/supplies ordering. The ACTR works closely with users (CIV, MIL, and CSS) to explore and resolve or escalate issues as required to the correct authority. The ACTR uses the NCMI Enterprise Tool (NET), SharePoint, FlankSpeed and other systems on a daily basis to create/request new accounts for users, manage accesses, assign/track NMCI assets, and troubleshoot and resolve users' general IT related issues.
**Responsibilities & Duties: **
Employee Onboarding, Offboarding, and Transfers
- Prepare, review, initiate, and track all Move Add Change (MAC) and CLIN requests
- Assist Branch Heads and CORs with executing check-in and check-out procedures
- Support processes for new/existing NMCI account requests
- Process and maintain SAAR-N forms, SharePoint tickets, privileged user access requests, Information Assurance (IA) Awareness Training, Outlook Web Access (OWA) non-DOD access, and other special user authorization records
- Coordinate ACE-C systems access User Management support
- Prepare and issue NMCI PC, Phone, and IT equipment
- Work with users to troubleshoot and resolve technical New Hire Checklist issues
- Assist users with obtaining OTC turnstiles and building access
Management of NMCI and IT Equipment and User Accounts/Profiles
- Manage NMCI Enterprise Tool (NET) records in alignment with Navy/NAVWAR policy
- Manage IT equipment Inventory; maintain the Portable Electronic Device List to track items such as computers, cell phones and Wi-Fi devices issued to personnel
- Coordinate IT equipment Ordering, Issuance, Tracking, Physical Inventory, DRMO
- Track NMCI expenses for services
- Manage PC Loaner Pool (Issuance/tracking, Software Updates, Field Services)
- Troubleshoot Networked IT Equipment (Printers, VTC, PCs)
- Support the execution of technical refreshes and upgrades of NMCI assets
Field and Troubleshoot Initial IT and NMCI Technical Support Issues
- Serve as 1st line of support for NAVWAR HQ 2.0 user community (on-site and remote)
- Assist with and resolve general IT related questions
- Manage Shared Drive mapping requests; troubleshoot Navy 365 and Flank Speed issues, re-direct as needed to NMCI helpdesk
- Coordinate Telecom/mobility support – liaise with Telecom POC
Monitor, Report and Escalate NMCI Issues
- Track, coordinate and resolve day-to-day software, hardware and NMCI operational issues, maintenance requirements, and upgrades
- Connect with HQ Customer Technical Representative (CTR) Office and/or IT OPS and communicate NMCI guidance from CTR
Define, document, and Enhance NAVWAR HQ 2.0 ACTR Operations
- Document ACTR roles & responsibilities and SOPs
- Identify and initiate process improvement activities
- Align 2.0 ACTR support to HQ ACTR standards and Best Practices
- Cultivate communications and develop/share self-help training materials
- Develop and/or maintain User Guides, SOPs, SharePoint, FlankSpeed
Qualifications:
- ****Bachelor's degree in IT or any related field
- Ability to transition quickly and assess priorities to meet aggressive and changing deadlines
- Ability to document as is business processes and identify process improvement areas
- Proficiency with Microsoft Office Suite (Outlook, PowerPoint, Word, Excel)
- Proficiency with Navy 365 and Flankspeed (MS Teams, SharePoint) operating environments
- Active DoD Secret Clearance
- 1-2 years DoD ACTR experience (3+ preferred)
- 1-2 years of DoN ACTR or related experience (3+ preferred)
About NavAide: NavAide is a rapidly growing consulting group of highly skilled and motivated industry experts with decades of experience in legacy system modernization, business process reengineering, policy and audit support. We leverage cutting edge technology and proven deployment methodologies to help our clients face challenges and navigate complex transitions. For more about us please check out the following links.
NavAide is an EEO Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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