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Assistant Customer Technical Representative (ACTR) with Security Clearance

Company: Choisys Technology
Location: Norfolk
Posted on: August 17, 2019

Job Description:

Choisys is a proud Service-Disabled Veteran-Owned Small Business (SDVOSB) and a SBA certified 8(a) Business Development Program participant. We deliver Higher Value through customer-centric solutions that drive innovation and adapt to evolving mission requirements - with well documented success on numerous programs within the Civilian, Defense, and Intelligence communities. We are experts in IT Service Delivery processes and industry best practices, continuously integrating the framework of our ISO 9001, 20000, and 27001 certifications to achieve service excellence. Choisys combines empirical methodologies and lessons learned with leading-edge solutions to solve complex problems, provide ongoing support, and deliver quantifiable benefits. Our mission focus areas include, but are not limited to, PMO Support, Health IT, Education + Learning, Infrastructure Management, and Cyber Security. Choisys Technology, Inc. is seeking a IT/Cyber professional to join a team in Norfolk, VA. Prepare activity reports and progress reports relating to the information systems audit functions.
Provide activity specific input with the goal of obtaining maximum service support to that activity IAW the terms of the NMCI/NGEN contract.
Provide service delivery oversight, technical support, and interpretation of DoD/DoN IT policies and procedures and the NMCI/NGEN contract.
Serve as the focal point for command input to the Regional CTR concerning NMCI orders, requirements, service delivery, and payment entitlement and contractor performance.
Serve as liaison for any third-party vendors providing IT services and support for legacy applications and/or systems not transitioning to the NMCI environment.
Serve as primary interface for IT issues with the site directorate IT representatives and provide guidance and direction to these personnel as it relates to NMCI and third-party requirements and issues.
Provide technical oversight and disseminate guidance to customers passed down by USFF and NMCI.
Populate and submit Move Add Change (MAC) requests.
Assist with escalation and resolution; monitor issues and verify issues are resolved. If an issue remains unresolved, the ACTR will escalate with service desk, field services, or vendor to try and resolve the issue.
Coordinate the delivery and refresh of assets, software, and infrastructure. As well as report any network outages and local technical issues.
Assist with maintaining compliance with the Navy's Cybersecurity policy in regards to customer accounts and device connectivity.
Keep customers aware of any policy changes that would affect accounts, ports, seats, etc.
Create, modify, and track accounts.
Order and manage services as well as order any infrastructure that may be required.
Develop and maintain a standardized repeatable process for obtaining metrics for obtaining budget, administrative and asset data.
Review and analyze IT asset data in the NMCI Enterprise Tool (NET).
Provide seat management and delivery tracking.
Create and submit monthly IT asset reports and metrics, as required.
Create, submit, and maintain lessons learned, as requested.
Develop and integrate user account management and other account management processes (e.g. file share/disk space management, MAC requests, content management, etc.).
Request the creation of NMCI, NMCI U-NNPI, and NMCI SIPRNET, and network accounts.
Provide support and communicate with customer service representatives to resolve account creation or logical move issues.
Submit new account and Move Add Change (MAC) requests to NMCI for NMCI, NMCI U-NNPI, and SIPRNET accounts.
Responsible for the IT inventory management plan to include key components of the inventory process; planning, preparation, inventory assets, reconciliation, and closeout of the physical inventory.
Review and maintain the physical inventory sheets.
Validate and record asset conditions.
Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked. Requirements Five (5) years of related IT Customer Technical Representative (CTR) experience.
Up to two (2) years of job-related experience may be substituted for each year of IT/Cyber related college completed or for each current certification held.
Minimum of three (3) years job-related experience managing NMCI/NGEN toolsets and asset management systems (e.g. NMCI Enterprise Tool (NET)). CompTIA A+, CompTIA, Network+, CompTIA Security+, or Systems Security Certified Practitioner (SSCP) certification (or higher level certification) or Bachelor's Degree (or higher level degree) from an accredited University in the field of Information Technology, Information Systems, Information Management, Computer Science, or Cybersecurity required. Ability to communicate effectively (written and oral) with Government civilian, Military personnel, and other Contractors at all levels of staff and management to assure customer satisfaction and requirements have been fully met. Possess a valid Driver's License. Meet operational requirements (i.e. contractor personnel should arrive ready to work with proper certifications) and meet minimum credential requirements IAW DoD 8570.01-M, Information Assurance Workforce Improvement Program, DoD 8140.01, Cybersecurity Workforce Management, SECNAV 5239.2-M, Cyberspace Information Technology and Cybersecurity Workforce Management and Qualification Manual. An Active Secret DoD Security Clearance, Choisys Technology, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. The candidate must have the ability to sit for long periods of time, ability to discern colors, ability to read and monitor a computer screen for an extended period, 100% requirement to work on site.

Keywords: Choisys Technology, Norfolk , Assistant Customer Technical Representative (ACTR) with Security Clearance, IT / Software / Systems , Norfolk, Virginia

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