Title: Support Technician I Location: United States-Virginia-Virginia Beach Job Number: 210000FJ 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 resourcesassistance into the system and tracks statusprogress 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 feedbackstatus to customers. -May provide weekly and monthly productivity reports or assist in preparation of such reports. -Ensure implement the rigorous application of Information SecurityInformation Assurance policies principles and practices in the delivery of Systems Applications andor Services Hardware Software. -Perform other related duties as assigned. IAT1 jobs This position is designated IT2 Noncritical Sensitive in accordance with SECNAV M5510.30 and will require a favorable Access National Agency Check and Inquiries ANACI. -Department of the Navy DON Cyber Information Technology Cybersecurity Workforce positions Cyber ITCSWF. -This position has been designated as a Cyber ITCybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber ITCSWF Program requirements of SECNAV M5239.2 which include 1. Earn and maintain appropriate credentials from the Cyber ITCSWF Qualification Matrix described in SECNAV M5239.2 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 ITCSWF 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 M5239.2 Appendix 4 ii. CNSSINTSSI 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 ANBYG1 V TI04 Combat Control Maintenance Technician vii. NEC 1319 SSGN Tactical Tomahawk Weapon System TTWCS Maintenance Technician viii. NEC 1346 ANBYG1 V9 TI10 Combat Control Maintenance Technician ix. NEC 1347 ANBYG1 V TI1214 Maintainer x. NEC 2710 Global and Command Control SystemMaritime 4.X GCCSM 4.X System Administrator xi. NEC 2765 Global Command and Control SystemMaritime 4.1 Increment 2 System Administrator xii. NEC 2766 Global Command and Control SystemMaritime 4.0.3 GCCSM 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 SystemComputing Environment Certificate Operating SystemComputing Environment OSCE certificate of training as dictated by the Command Cyber ITCSWF 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 certifications 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 bachelors 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 OS i.e. UNIX Windows XPW7 DOS Linux OS400 etc. Database Oracle SQL Server dbase Access etc. PointofSale Electronic Messaging Desktop Applications Retail Financial DistributionLogistics 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 M5239.2 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 IT2 Noncritical Sensitive in accordance with SECNAV M5510.30 and will require a favorable Access National Agency Check and Inquiries ANACI.