The primary purpose of this position is to receive calls and provide first line help desk support to users of various computers, operating systems, databases and software necessary to support program requirements of N9 Fleet & Family Readiness Programs. Applications include management information systems (MIS), Point of Sale systems (POS), and other systems and programs throughout the Commander, Navy Region Northwest (CNRNW) N9 area.
Successful candidate must possess strong customer relations and communication skills. Candidate must be a self-starter and work independently with a keen attention to administrative detail. Must be organized, able to multitask and work under stringent deadlines. One year of basic knowledge of computer systems, networks and troubleshooting skills is advantageous. Sound understanding of Point of Sale Systems, Citrix Systems, Windows operating Systems, MS Office Products, and SAP accounting software is desired. Three years Office Administrative experience highly desirable. Must successfully pass a formal background investigation appropriate to the position and obtain and maintain the appropriate computer security access level. Employee must obtain and maintain certification(s) in accordance with DoD 8570.01-M, December 19, 2005 & subsequent policy updates within six (6) months of placement . A valid driver's license for travel between work sites is required. Employee may be called upon to assist customers with problems outside of regular business hours, including evenings, weekends and holidays.
Provide timely help desk support by responding to end user questions and problems via phone, e-mail and in person. Tier 1 responder responsible for initiating and entering work order entries accurately and completely, Determines source of computer problems (hardware, software, user error, etc.), assigns priority and then resolves or refers to the appropriate specialist or technician for resolution. Often translates technical terms into non-technical language for users so they can better understand the issue and the solutions. Troubleshoots routine or minor software and hardware problems and occasionally assists specialist or technicians by performing a segment of their work (installation, repair, etc.) Assists end-users with software features, applications, functionality and escalates more complex problems to the appropriate specialist or technician. Serves as designated point of contact for NMCI for N9 programs. Manages and routes NMCI requests (CLIN, MACs, new users, etc.). Identifies help requests that are attributable to other support agencies and refers user to the appropriate helpdesk or support department (NMCI, SAP, KRONOS). Processes employee check-out notifications and ensures program accounts are terminated or transferred upon separation from N9. Inputs and tracks purchases in automated accounting system. Manages shared calendar and schedules meetings and activities. Assists manager with administrative tasks including correspondence, timekeeping, and personnel actions. Performs other duties as assigned when qualified to do so.