Customer Support Technical Support Specialist (NEN) Navy Secret Required

Dahlgren, VA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

cFocus Software seeks a Customer Technical Support Specialist (NEN) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.

Qualifications:

Two (2) years of professional experience in customer service and interpersonal communications. Qualified experience in technical telephone inquiries and on-site support to employees regarding technical aspects of NEN assigned products
Active DoD IAT Level II certification

Duties:

Provide Tier I and Tier II technical support to NEN users for hardware software and network-related issues.
Respond to and resolve service requests and incidents within established Service Level Agreements (SLAs).
Diagnose and troubleshoot connectivity issues across local and wide area network (LAN/WAN) environments.
Document and manage trouble tickets using approved Navy Enterprise Service Desk (NESD) systems.
Assist users with account setup password resets and application access following DoD security procedures.
Install configure and support workstations printers and peripheral devices in compliance with NMCI/NEN policies.
Collaborate with system administrators network engineers and cybersecurity teams to resolve escalated issues.
Provide remote and onsite user support ensuring timely resolution of technical problems and user satisfaction.
Maintain and update user and asset information in Navy configuration management databases (CMDBs).
Ensure compliance with DoD cybersecurity and information assurance standards during all support activities.
Assist with software updates patch installations and system maintenance tasks as directed.
Participate in user training and awareness activities related to NEN operations and cybersecurity best practices.
Escalate unresolved issues to higher-tier support in accordance with escalation procedures.
Support after-hours maintenance or on-call requirements as part of mission readiness operations.
Prepare reports and metrics on incident trends recurring issues and performance improvements.

Required Experience:

Senior IC

Two (2) years of professional experience in customer service and interpersonal communications. Qualified experience in technical telephone inquiries and on-site support to employees regarding technical aspects of NEN assigned products
Active DoD IAT Level II certification

Duties:

Provide Tier I and Tier II technical support to NEN users for hardware software and network-related issues.
Respond to and resolve service requests and incidents within established Service Level Agreements (SLAs).
Diagnose and troubleshoot connectivity issues across local and wide area network (LAN/WAN) environments.
Document and manage trouble tickets using approved Navy Enterprise Service Desk (NESD) systems.
Assist users with account setup password resets and application access following DoD security procedures.
Install configure and support workstations printers and peripheral devices in compliance with NMCI/NEN policies.
Collaborate with system administrators network engineers and cybersecurity teams to resolve escalated issues.
Provide remote and onsite user support ensuring timely resolution of technical problems and user satisfaction.
Maintain and update user and asset information in Navy configuration management databases (CMDBs).
Ensure compliance with DoD cybersecurity and information assurance standards during all support activities.
Assist with software updates patch installations and system maintenance tasks as directed.
Participate in user training and awareness activities related to NEN operations and cybersecurity best practices.
Escalate unresolved issues to higher-tier support in accordance with escalation procedures.
Support after-hours maintenance or on-call requirements as part of mission readiness operations.
Prepare reports and metrics on incident trends recurring issues and performance improvements.