ACTR Helpdesk Tier II

The ACTR Helpdesk Tier II provides desktop support for the Department of the Navy Office of Administration (DON OA) - Information Technology Division (ITD).

• Provide support to the lead Echelon 2 (ECHII) Customer Technical Representative (CTR) for the Next Generation Enterprise Network Contract (NGEN/NGEN-R SMIT and End User Hardware (EUHW) contracts).
• Manage and facilitate customer service to deliver NGEN/NGEN-R services to end users, process service request orders, and provide management, support and oversight to the lead CTR.
• Maintain a current and accurate list of VIPs, providing immediate and exceptional response time for those on the VIP list.
• Provide technical assistance and ACTR services for desktop and wireless devices to include interaction with multiple vendors and knowledge of various NMCI/Nautilus tools including NET,WAAS,FSAST, ISF tools, HP service manager, and NMCI/NEN/Nautilus business processes.
• Perform functions associated with the implementation of NMCI and Nautilus Seat Orders such as entering/editing seat orders into the ordering systems, verifying order accuracy, and verifying accuracy of IT-related services ordered against NMCI invoices and assisting with the Service Level Agreement (SLA) verification process for NMCI SLAs.

• Bachelor's Degree with 2 years of experience in IT support OR Associates Degree with 5 years experience.
• Broad expert knowledge of the technology applications such as NET,WAAS,FSAST, ISF tools, HP Service Manager, business processes and operational capabilities of the NGEN/NGEN-R SMIT and EUHW contract services as well as expert skills in IT resources planning, management and oversight.
• Secret Clearance.

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability