Assistant Customer Technical Representative

The Alaka`ina Foundation Family of Companies (FOCs) is looking for an Assistant Customer Technical Representative (ACTR) to support our government customer in Washington, DC.

The ideal candidate is required to be onsite five (5) days per week. The ACTR plays a key role in collaborating with leadership, staff and new members to manage the IT initiatives for their respective organization. The ideal candidate will lead project level efforts to track, coordinate, and resolve day-to-day software, hardware, and NMCI/Flankspeed operational issues, maintenance, and upgrades for Navy Sailors and the Navy's overall workforce.

DESCRIPTION OF RESPONSIBILITIES:

• Order new NMCI seats as directed by the Government
• Request changes to existing NMCI services as directed by the Government
• Take corrective action to initiate the resolution of application outages within one hour of notification
• Assist with technical refreshes of NMCI assets. Examples of support include providing notifications of upcoming tech refreshes, providing instructions received from NMCI to users, and assisting with basic troubleshooting as required
• Provide guidance and training regarding NMCI matters
• Track NMCI expenses for services
• Communicate NMCI guidance to the assigned Government organization
• Address NMCI user issues by assisting with basic troubleshooting as required. For more complex issues, refer the users to the NMCI help desk.
• Track items such as computers, cell phones, and Wi-Fi devices issued to personnel
• Ensure only authorized personnel enter designated facilities through the front door
• Provide support for personnel to enter bases/facilities
• Ensure visitors register and receive a visitor ID badge and are escorted by authorized personnel before they are permitted to enter facilities
• Recover expired badges, log badges, and return them for destruction
• Provide facilities management support for the assigned Government organization including coordinating activities to resolve facilities issues and answer the telephone during normal working hours when present in the Government office
• Manage classified materials as directed by the Government, implementing security-related measures and controls for the assigned Government organization in accordance with local and federal policies and procedures for managing classified material
• Assist the Contract Security Oversight Manager with conducting communication security (COMSEC) review inspections
• Other duties as assigned by Supervisor

REQUIRED DEGREE/EDUCATION/CERTIFICATION:

• Master's Degree Preferred in Information Technology, Communications or related field plus ten ( 10) years' experience in the IT career field
  • Substitution: Bachelor's degree plus 4 years relevant work experience (total 14 yrs).

REQUIRED SKILLS AND EXPERIENCE:

• Ability to manage NET online tool.
• Must have previous Navy Marine Corps Intranet (NMCI) help-desk experience.

DESIRED SKILLS AND EXPERIENCE:

• Highly Desired - Previous Navy experience (i.e. Active, Reserve, Guard, Civilian)
• Demonstrated strong facilitation and communication skills, both written and verbal, across all organizational functions and levels
• Strong writer/editor
• Excellent organizational and time management skills
• Ability to work independently and as a team member; to successfully partner and work with others through influence
• Ability to manage multiple projects simultaneously in a fast-paced and rapidly shifting environment
• Familiar with a variety of field concepts, practices, and procedures in Information Technology
• Ability to adapt and work with a variety of leaders from different backgrounds and experiences
• Proficient in Microsoft applications such as Word, Excel, PowerPoint, MS Teams, and Outlook

REQUIRED CITIZENSHIP AND CLEARANCE:

• Must be a US citizen.
• Active SECRET clearance required.

Alaka'ina Foundation Family of Companies is a fast-growing government service provider. Employees enjoy competitive salaries; a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays. Kpono Government Services is proud to be an equal opportunity employer

We are an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not illegally discriminate in employment decisions on the basis of any protected categories. If you are a person with a disability and you need an accommodation during the application process, please click here to request accommodation. We E-Verify all employees

"EOE, including Disability/Vets" OR "Equal Opportunity Employer, including Disability/Veterans"

The Alaka`ina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Ke`aki Technologies, Laulima Government Solutions, Kpono Government Services, and Kapili Services, Po`okela Solutions, Kkaha Solutions, LLC, and Pololei Solutions, LLC. Alaka`ina Foundation activities under the 501(c)3 principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

For additional information, please visit www.alakainafoundation.com

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