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This position is in the Information Technology and Cyber Security (ITACS) Office of Puget Sound Naval Shipyard & Intermediate Maintenance Facility (PSNS & IMF) and is that of an Assistant Activity Contract Technical Representative (ACTR). The ACTR provides interface between technical aspects of Navy Marine Corp Internet (NMCI) and the operational requirements of the command. This position involves user account management, ordering new network seats, tracking of orders, asset management, requesting changes to existing services, resolving day-to-day operational issues, troubleshooting assistance, data call support, and communicating guidance. User Support and Procedures: Manage user accounts - including creation, transfers, and reactivations Manage user access to network resources; manage account profiles, permissions, and access to resources using NMCI Enterprise Tool (NET) and Active Directory. Create and submit purchase requests for new items Maintain asset management using NET Order and issue NMCI assets to users Support users in equipment set up (creating a profile, setting up wireless settings, mapping network drives, gaining access to appropriate mailboxes... etc) and relocations Move, install, and setup IT hardware such as scanners, laptops, and desktops Support technology refreshes and application testing initiatives Provide NET Support by creating NET MACs for customer and other ACTRs that need assistance, assist with NET Buildouts, collaborate with Information Assurance Analyst Provide user support by creating NMCI Move, Add, Change (MAC) for customer and ACTRs that need assistance Troubleshoot issues that arise with the desktop environment and develop solutions or workarounds to those issues Provide technical knowledge to monitor and review NMCI Next Generation (NGEN) compliance with Service Level Agreement (SLA) performance requirements. Provide monthly reports on inventory and usage metrics. Assist in the development of desktop security measures that provide automated compliance with Government Client policies. Assist in the development of user training materials, provide user training Assist with activities and processes pertaining to the mobile device inventory/setup. Support ACTR team with asset Tech Refreshes, Fiscal Year Rollovers, and system upgrades. Customer Interface: Be the primary interface to the assigned department(s) government users from within the IT organization Escalate necessary tickets and ensure CTR is aware of escalation. Act as the point person for government client escalation issues to appropriate team to resolve Provide user training for IT related assets Work closely with other command ACTRs to manage the access and work required under the NMCI/NGEN contract, as well as defining the technical requirements as they relate to shipyard business. Serves as corporate shipyard representative on various work groups established as necessary. Subcontractor is not excluded from providing labor in support of other Task Areas as required, if it is deemed to be in the best interests of the Program. Education High School diploma or equivalent Bachelor's Degree in an IT related field is desired Experience Minimum of 2 years of IT Support experience desired Minimum 2 years of experience with Microsoft Windows operating systems is desired Minimum of 2 years of experience with Microsoft products (MS Office Suite) is desired Solid knowledge and demonstrated experience working with IT hardware and software Knowledge of Web and Network architectures and technologies Ability to communicate effectively on technical issues with a broad range of customers and fellow employees Good telephone skills and knowledge of troubleshooting problems with product vendors Ability to understand and execute instructions furnished in written, verbal, or diagram form Problem solving