Join GDIT and be a part of the team of men and women that solve some of the worlds most complex technical challenges. The NCIS team is searching for an Assistant Customer Technical Representative (ACTR) - NMCI to join their program in Quantico, VA.
The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.
NCIS provides the DON with threat status and warnings associated with terrorist, criminal, cyber, and counterintelligence activity throughout the world. NCIS is the only DON organization that has the information and responsibility to fuse and analyze the national intelligence and law enforcement information necessary to provide these warnings.
The Digital Business Directorate (DBD) supports the NCIS core mission areas to investigate and defeat criminal, terrorist, and foreign intelligence threats by planning for and providing services through appropriate use of the people, equipment, technology, and infrastructure resources of the United States Navy and Marine Corps.
This position is part of the ITTechnology Development division within the NCIS ITD organization. This position performs the following functions:
Order and manage services as well as order any infrastructure that may be required.
Develop and maintain a standardized repeatable process for obtaining budget, administrative and asset data metrics.
Utilize the NMCI Enterprise Tool (NET) to review and analyze IT asset data
Requests changes to existing NMCI service
Resolves day-to-day NMCI operational issues
Ensure NMCI guidance is communicated from the customer technical representative (CTR)
Initiate and resolves service request/problem incidents
Track IT equipment and ensure database is up-to-date
Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records
Route calls to product line specialists, application, or system support specialists
Maintains and updates records and tracking databases
Alerts management to recurring problems and patterns of problems
Works with system administrators and developers to ensure services/incidents are completed
Provides an outstanding customer service experience in a variety of circumstances across all organizational levels
Prepare activity reports and progress reports relating to the information systems audit functions
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 NCIS CTR concerning NMCI orders, requirements, and service delivery
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 the 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. Populate and submit Move Add Change (MAC) requests
Assist with escalation and resolution of issues acting as liaison to the IT service desk, field services or vendor
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 Navys Cybersecurity policy in regards to customer accounts and device connectivity. Communicate with customers concerning policy changes. Create, modify, and track accounts
Provide support and communicate with customer service representatives to resolve account creation or logical move issues
Develop and execute 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
2+ years of IT support experience
1+ year .NET Experience
Preferred: Active Directory experience
Preferred: DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security)
Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred
Prior experience performing the role is key
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.