Client Services Technician

Job Description - CLIENT SERVICES TECHNICIAN (260001OR)

Job Description

CLIENT SERVICES TECHNICIAN

NEXCOMHQ Pay Range : $63,559 to $82,049 based on experience

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.

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

• Performs the full spectrum of end user computer (i.e. PC desktop/laptop, Mac Book, iMac) and mobile (i.e. Blackberry, iPhone, tablet) support to include procurement, configuration, implementation, troubleshooting, and overall support for end user devices and other related equipment.
• Installs and configures end user device software to include operating system files, and works closely with Client Services Engineering staff and management when issues with the image process, software installation or application support needs arise.
• Integrates hardware, software, and end-user applications.
• Provides system integration of hardware and/or software.
• Serves as customer service liaison to NEXCOM end-users.
• Respond to Level II Helpdesk requests.
• Responsible for collecting complete IT requirements for NEX initiatives including, but not limited to, numbers of end user computers / mobile devices and placement, number of Point of Service registers and placement, number of printers and placement..
• Conducts one-on-one end user device software training for NEXCOM associates as needed.
• Prepares purchase requests for software and hardware utilizing automated procurement system, and provides 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.
• Responsible for the proper function of all Client Computing equipment in support of NEXCOM operations.
• Installs computer equipment after initial site preparation in accordance with manufacturer's requirement. Works with appropriate facilities staff to effect installation of required electrical power and/or communications cabling.
• Coordinates with responsible personnel and other NEXCOM functional codes to ensure and verify that all required infrastructure is in place and tested prior to turnover to user.
• Troubleshoots end user computer / mobile device problems and determines appropriate course of action to return to operational use. Rectifies problems through appropriate adjustment to equipment and/or configuration. Refers problems beyond his/her ability to manufacturer's representative for resolution. Follows up with users and vendors to ensure problem is resolved.
• Must possess valid driver's license to support off site facilities.
• Coordinate equipment repairs for NEXCOM field sites.
• Ensure/implement the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications and/or Services (Hardware & Software).
• Ensures site survey information and documentation is provided to vendors after reconciliation.
• Required to respond to calls 24x7x365 (On-Call).
• Responsible for IT asset management, reporting and recording all IT assets for all completed IT assignments.

Performs other related duties as assigned.

Note:

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

This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI).

Department of the Navy (DON) Cyber Information Technology / Cybersecurity Workforce positions (Cyber IT/CSWF).

1. Earn and maintain appropriate credentials from the Cyber IT/CSWF Qualification Matrix (described in SECNAV M-5239.2) 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 IT/CSWF 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…