Responsibilities will include, but are not limited to:

• Provide support to perform installation and management of various network A/V and telecommunications equipment/hardware, to include, but not limited to, Command VTC systems, conference bridges, Digital Signage, large screen displays (40” ), projectors, cabling, and all associated hardware, and mobile telecommunication devices.
• Provide support to install network copper/fiber cable and coordinate with local activities to install power as required.
• Provide support to order and manage materials needed.
• Perform detailed site surveys, including the ability to design new systems.
• Facilitate, coordinate, and support VTC, audio only conferencing, and other A/V equipment, check-out, scheduling, set-up, and configuration.
• Provide support for the certification of Command VTC systems.
• Activate, deactivate, and provision command mobile telecommunication devices; issue and receive command mobile telecommunication devices.
• Conduct random audits, and prepare activity and progress reports relating to the command mobile telecommunications devices.
• Support basic accounting and financial operations; reconcile mobile telecommunication device usage to monthly billing reports.
• Serve as liaison for any third-party vendors providing mobile telecommunication device services and support for legacy applications or systems not transitioning to the NMCI environment.
• Provide customers technical support by coordinating software, hardware, network, and security issue resolution.
• Install, configure, maintain, and troubleshoot IT systems and peripherals.
• Provide training to customers.
• Provide support and maintenance necessary to ensure effective and efficient IT system performance and security.
• Assess and escalate IT issues to the NMCI when resolutions cannot be provided to the customer.
• Coordinate and resolve technical issues with NMCI, as required.
• Research and solve problems in response to customer reported incidents and problems relating to IT issues.
• Proactively identify opportunities to improve technical support and resolve customer problems; assist with and/or assess problem situations; gather relevant information; identify solutions and/or recommendations; implement corrective actions; and coordinate with internal and external subject matter experts to resolve customer inquiries.
• Apply knowledge of a wide range of analytical and evaluative methods to analyze data and apply results to problem resolution.
• Research, evaluate, and provide feedback on problematic trends and patterns in technical support requirements.
• Update and maintain problem tracking and resolution databases (e.g., IT Help Desk ticketing system).
• Operate IT tools and system, including navigating IT systems to: search for, retrieve, or access data or information; organize data clearly; and/or output data in usable and user-friendly format.
• Enter accurate customer data into IT systems such as SharePoint IT Help Desk; guide customers in the use of IT systems related to the organization’s operations. Open, monitor, resolve, and close customer tickets.
• Assess and provide assistance to command personnel on IT related service requests received from within and outside the command and track each one as they move through each phase of resolution. 1
• Prepare formal requests and reports for request processes that must be sent out of the IT division.
• Have knowledge of command business processes and both the Department of the Navy and Fleet Forces Command Information Technology policies and system requirements.
• Assess the impact of IT related requests to ensure they are addressed correctly and in the most expedient manner.
• Provide various information systems solutions support that bridge the gap between organization mission and existing government technical capabilities.
• Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked.
• Provide AQL: 100% Compliant, Contractor shall provide personnel which meet or exceed the requirements

• Four (4) years of related IT service desk/technical support experience
• Minimum of two (2) years job-related experience in managing video teleconferencing (VTC) and related A/V and mobile telecommunication equipment and related software.
• Experience to conduct basic IT troubleshooting and apply techniques to resolve customer issues.
• Ability to communicate effectively (written and oral) with Government civilian, Military personnel, and other Contractors at all levels of staff and management to assure customer satisfaction and requirements have been fully met.
• Experience with Windows 10 and core applications to include Office 2016, Internet Explorer (latest version), Adobe products, other Microsoft applications, and Apple iOS.
• Experience with SharePoint 2013.
• Possess a valid Driver’s License.
• Meet minimum credential requirements IAW DoD 8570.01-M, Information Assurance Workforce Improvement Program, DoD 8140.01.