IT Support Specialist; ISPOC)

IT Support Specialist (ISPOC) - #:

JR-

Full Time

New Directions Technologies, Inc. (NDTI) is seeking a customer-focused IT Support Specialist (ISPOC) to join our team supporting the Naval Surface Warfare Center, Port Hueneme Division (NSWC PHD). The ISPOC serves as a primary point of contact for end-user technology support, ensuring government personnel have reliable access to the equipment, applications, and IT resources needed to accomplish their mission.

This position provides hands‑on and remote support for desktop and laptop computers, mobile devices, printers, desk phones, peripheral equipment, user accounts, and approved software applications. The ISPOC diagnoses technical issues, fulfills service requests, provisions and deploys IT equipment, and coordinates with specialized support teams to resolve complex problems. Success in this role requires strong technical troubleshooting skills, excellent communication, careful documentation, and a commitment to responsive, mission‑focused customer service.

Other responsibilities include:

• Serve as a primary customer‑facing representative for end‑user IT support, providing professional, courteous, and timely assistance while maintaining ownership of assigned requests through resolution or confirmed escalation.
• Install, configure, deploy, maintain, and troubleshoot desktop and laptop computers, mobile devices, printers, desk phones, monitors, docking stations, and other peripheral equipment.
• Diagnose and resolve hardware, software, operating system, application, authentication, and connectivity issues, coordinating with network, server, cybersecurity, telecommunications, and application teams when specialized support is required.
• Image and configure computers, install approved software, validate system functionality, and support Microsoft Windows, Microsoft Office, Microsoft 365, collaboration tools, web browsers, and other government‑approved applications.
• Support user accounts, system access, password resets, multifactor authentication, certificates, and Common Access Card‑related issues in accordance with established procedures.
• Provision, distribute, recover, inventory, and track government‑furnished IT equipment while supporting employee onboarding and offboarding, equipment refreshes, office relocations, technology deployments, and lifecycle‑management activities.
• Document incidents, service requests, troubleshooting actions, equipment assignments, customer communications, and resolutions in the organization’s IT service management system while providing customers with timely status updates.
• Follow established cybersecurity, configuration‑management, data‑protection, and acceptable‑use requirements; provide technical guidance to customers; document effective solutions; and recommend opportunities to improve service delivery.

ECraft SA2

Due to customer requirements, U.S Citizenship is required.

Must be able to obtain and maintain a DoW Security Clearance for duration of employment.

Bachelor’s level degree in Electrical/Electronic/Computer Engineering, Computer Science, or Information Systems.

3 years professional experience in systems administration.

Salary: the expected pay range for this position is $95,680 to $124,800 but is subject to change.