Helpdesk Technician, Supervisor

3 weeks ago

Ridgecrest, United States SMX Full time

SMX is seeking a Helpdesk Technician, Supervisor to lead a team responsible for providing IT support services related to the Navy Marine Corps Intranet (NMCI). Your role involves managing team members, ensuring efficient service delivery, and maintaining compliance with contract boundaries and government regulations, while maintaining the standard NMCI POC duties.

**This position requires the ability to obtain a DoD secret security clearance which requires US citizenship for work on a DoD contract.**

**Essential Duties & Responsibilities**

***Team Leadership**:

- Manage and lead a team consisting of NMCI Points of Contact (POCs), Asset Managers, and Activity Contract Technical Representatives (ACTR Staff)
- Actively participate in the acquisition and deployment of NMCI hardware, software, and infrastructure services alongside the team

**Customer Support**:

- Support NMCI POC team members in developing high-quality customer support skills
- Foster working relationships with NMCI customers

**IT Support**:

- Provide Tier 1 IT support, resolving basic technical issues related to NMCI services
- Offer guidance and support to team members handling more complex cases

**Policy and Process Implementation**:

- Collaborate with Contract and Government leadership to establish processes and policies
- Ensure timely and accurate delivery of NMCI services

**Efficiency and Quality Improvement**:

- Work with other Contract Leads and the Standard Operating Procedure (SOP) team to develop and implement policies and procedures
- Continuously improve service quality and efficiency

**Team Development**:

- Conduct regular team meetings to discuss ongoing issues, project updates, and continuous improvement strategies
- Provide training and support to team members, fostering a culture of growth and development

**Compliance and Metrics**:
- Ensure that the team operates within Contract boundaries and complies with government regulations
- Provide metrics related to NMCI services to Contract and Government leadership

**Required Skill & Experience**
- Required clearance: Secret or the ability to obtain
- Proficient with Windows Operating Systems
- Proficient with Microsoft Office
- Strong customer service skills

**Desired Skills & Experience**
- Proficient user of NET and HPSM
- Knowledge of NMCI, Field Services, and STRAN processes and procedures
- General IT certifications
- IT college credits
- Supervisory skills a plus

LI-KK1 #CJPOST

At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.

We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what's possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.

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