Client Services Technician

Job Summary

Serves as Client Services Technician with the responsibility for providing procurement, configuration, implementation, troubleshooting, and overall support for end user devices and other related equipment. Devices include computing and mobile devices of varying operating systems, peripherals, point-of-sale/service devices, etc.

• Performs end‑user computer (PC desktop/laptop, Mac Book, iMac) and mobile (Blackberry, iPhone, tablet) support, including procurement, configuration, implementation, troubleshooting, and overall support of devices and related equipment.
• Installs and configures end‑user device software, including operating system files, and works with Client Services Engineering staff and management on image processes, software installation, and application support issues.
• Integrates hardware, software, and end‑user applications; provides system integration of hardware and/or software.
• Serves as customer‑service liaison to NEXCOM end‑users and responds to Level II Helpdesk requests.
• Collects complete IT requirements for NEX initiatives – number of end‑user computers/mobile devices, Point‑of‑Service registers, printers, and placement.
• Conducts one‑on‑one end‑user device software training for NEXCOM associates as needed.
• Prepares purchase requests for software and hardware using automated procurement system and provides a central point to manage assigned equipment purchases and logistics tracking.
• Provides analytical, technical, and administrative support in the design, installation, and maintenance of new and existing end‑user computer and mobile systems, including network and e‑mail operations.
• Ensures proper function of all Client Computing equipment to support NEXCOM operations.
• Installs computer equipment after site preparation in accordance with manufacturer requirements; works with facilities staff to install electrical power and/or communications cabling.
• Coordinates with responsible personnel and other NEXCOM functional codes to ensure all required infrastructure is in place and tested prior to user turnover.
• Troubleshoots end‑user computer/mobile device problems, determines appropriate actions to restore operation, and escalates beyond ability to manufacturer representatives.
• Has a valid driver’s license to support off‑site facilities and coordinates equipment repairs for NEXCOM field sites.
• Applies Information Security/Information Assurance policies in the delivery of hardware, software, and related services.
• Provides site‑survey documentation to vendors after reconciliation.
• Responds to 24×7×365 on‑call calls.
• Responsible for IT asset management, reporting, and recording all IT assets for completed assignments.

Must be able to lift 50 lb, kneel, bend, and stand for long periods of time.

Incumbents of this position must be U.S. Citizens.

Qualified candidates must be U.S. Citizens.

• Minimum of 3 years of general experience in administrative, technical, or investigative work involving management information systems.
• Minimum of 2 years of specialized experience in PC hardware, software, and OS installation, upgrade, troubleshooting, repair and deployment; support experience in at least one OS (Novell, Windows XP/2000/2003/98SE, Linux); systems user account administration; application deployment.
• Education (at least one):
  Bachelor degree from accredited university (subject matter per SECNAV M‑5239.2 Appendix 4); or one year related academic study above high‑school level may substitute for 9 months of experience up to a maximum of a 4‑year bachelor’s degree in business/information systems or computer science.
• Certifications (at least one):
  Professional certifications such as CompTIA Security+ ce, GIAC Security Essentials (GSEC), Systems Security Certified Practitioner (SSCP), or higher level certifications (Security+, GSEC, SCNP, CISA, CISSP, GSE, SCNA). Technical certifications such as MCDST, MCTS Windows 7, or Microsoft replacement exams. Valid, non‑expired certifications required.
• Must possess or obtain within 6 months of appointment the required certifications; failure to obtain will result in termination.
• Credential(s) related to the Cyber IT/CSWF Qualification Matrix (SECNAV M‑5239.2) at the appropriate level.
• Must have a valid driver’s license.

• Access National Agency Check and Inquiries (ANACI) required.
• Security Certification:
  One of A+, Network+, SSCP; higher levels (Security+, GSEC, SCNP, CISA, CISSP, GSE, SCNA).
• Technical Certification: MCDST, MCTS Windows 7, or equivalent Microsoft certification.
• Cyber IT/CSWF qualification per SECNAV M‑5239.2.

United States – Virginia – Virginia Beach