Assistant Customer Technical Representative (ACTR) for NMCI - U.S. Navy

Synchron, LLC has an exciting opportunity for an Assistant Customer Technical Representative (ACTR) for Navy Marine Corps Intranet (NMCI) to support U.S. Navy’s Team Submarine staff and program offices at the Washington Navy Yard in Washington, DC. As an ACTR for Team Submarine, you will monitor, evaluate, and report on the technical performance of Navy IT support systems. You serve as the primary technical advocate for Military, Civilian, and Contractor personnel globally, ensuring that enterprise IT services are delivered effectively and without disruption. We are seeking candidates to provide the US Navy with excellent information technology customer service support.

Responsibilities:

• Assistant Customer Technical Representatives provide direct IT support to the Team Submarine staff (civilian, military, contractor). The ACTR is the first line of support for end users following and implementing Navy Marine Corps Intranet (NMCI) guidance. The ACTR is alerted to user issues and works to fix or escalate issues as required to the correct authority for resolution. The ACTR performs routine office IT functions managing mechanical and printer supplies, assisting with connectivity to and troubleshooting networked systems. May assist with transition through Navy Enterprise Office 365 and Navy Flank Speed as required.
• Primary Technical Responsibilities
  • Review and sign System Authorization Access Request (SAAR) forms as the designated ACTR.
  • Submit and track account creation requests for NMCI NIPR, NMCI SIPR, Flank Speed, and NNPI.
  • Execute and manage hardware and software buildouts utilizing the Navy Enterprise Toolset (NET).
  • Administer Microsoft Office 365 and Exchange services, including the creation and maintenance of Distribution Groups.
  • Manage multiple IT systems and applications to ensure zero operational downtime for users.
• Operational Support & Troubleshooting
  • Respond to service requests in a timely manner, fixing faults directly or accurately assigning them to the appropriate technical team.
  • Interface directly with NMCI and Flank Speed helpdesks, ensuring technical issues are clearly articulated and resolved in the customer's favor.
  • Maintain continuous oversight of asset management and technical service delivery to prevent loss of visibility or performance.
  • Monitor daily workloads and shift between different responsibilities rapidly to meet emerging mission priorities.
  • Analyze IT service requests for Move, Add, and Change (MAC) of existing Navy enterprise network services, translate the service requests into electronic forms and submit for MAC processing via the Navy's NMCI Enterprise Tool (NET) within 1 business day.

Education and Experience Requirements:

• Seven years (min) of professional Information Technology (IT) support; at least 3 years' experience with Navy Marine Corps Intranet (NMCI) contracted networks
• Platform Expertise: Must possess a deep, working knowledge of the NMCI and Flank Speed environments. Candidates are expected to hit the ground running to address existing backlogs without the need for foundational platform training.
• Communication: Exceptional customer service skills with the ability to communicate technical concepts effectively in writing and conversation to stakeholders with varying levels of technical understanding.
• Adaptability: Proven ability to handle repetitive administrative tasks with high accuracy while maintaining the flexibility to pivot to urgent troubleshooting.
• Detail-Oriented Advocacy: A proactive mindset to question vendor responses and verify that technical solutions are always optimized for the end-user.
• Bachelor's degree (or equivalent additional work experience)
• Active Secret Clearance

Education and Experience (Preferred):

• Bachelor’s degree in a technology field
• Ten years (min) of professional Information Technology (IT) support; at least 5 years' experience with Navy Marine Corps Intranet (NMCI) contracted networks
• Ability to work with a high degree of autonomy as a key member of a small team

Work Location: Hybrid mix of Onsite at Washington Navy Yard and remote telework.

Travel: Not expected.

It is the policy of Synchron, LLC to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.
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