SUPPORT TECHNICIAN I

**Job Summary: **

Resolves information systems problems involving office automation, data communications, LAN, POS, etc. Provides first line customer support, determines nature of, and urgency of, problem dispatches help, etc.

**Duties and Responsibilities: **

• Incumbents of this position must be U.S. Citizens.
• Provides first line information systems customer support to information system users worldwide using technical knowledge of computer hardware and software. Identifies and where possible, corrects the problem.
• Manages and controls all requests for information systems resources by using an automated help desk tracking system. Enters all requests for resources/assistance into the system and tracks status/progress of open requests.
• Obtains all mandatory information and enough of a description to sufficiently describe the problem and dispatch appropriate assistance to resolve the problem.
• Determines the nature and urgency of the problem. Refers problems to the appropriate level for resolution. Where required, notifies supervisor and management of urgent or sensitive problem areas.
• Monitors and updates status of open trouble reports, and provides feedback/status to customers.
• May provide weekly and monthly productivity reports, or assist in preparation of such reports.
• Ensure/implement the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications, and/or Services (Hardware & Software).
• Perform other related duties as assigned.

**IAT1 jobs: **

This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI).

Department of the Navy (DON) Cyber Information Technology / Cybersecurity Workforce positions (Cyber IT/CSWF).

This position has been designated as a Cyber IT Cybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber IT CSWF Program requirements of SECNAV M-5239.2 which include

1. Earn and maintain appropriate credentials from the Cyber IT/CSWF Qualification Matrix (described in SECNAV M-5239.2) associated with the specialty area and level commensurate with the scope of major assigned duties for the position to which you are assigned and;

2. Per SECNAVINST 1543.2 Cyber IT/CSWF individuals shall participate annually in 20 hours of continuous learning (CL) activities to be documented in a current individual development plan (IDP) signed by both the employee and supervisor.

3. Required Minimum Cybersecurity Credentials in order of precedence to qualify for the position are:

a. Education at least one of the following

i. Bachelor Degree from accredited University (subject matter as listed in SECNAV M-5239.2 Appendix 4)

ii. CNSSI NTSSI 4015 Systems Certifiers / 4016 Risks Analysts

Or

b. Training at least one of the following:

i. 14AA - Common Submarine Radio Room (CSRR) Maintenance Technician

ii. 14BH - SSN 774 and SSGN 726 Class Electronic Warfare Support (ES) Equipment Maintenance Technician

iii. 14CM - SSN Radio Frequency (RF) Equipment Technician

iv. 14HH - SSN 21 and SSN 688 Class Electronic Warfare Support (ES) Equipment Maintenance Technician

v. CYBR1005 Security Essentials

vi. NEC 1316 AN BYG-1 (V) TI04 Combat Control Maintenance Technician

vii. NEC 1319 SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician

viii. NEC 1346 AN BYG-1 (V) 9 TI-10 Combat Control Maintenance Technician

ix. NEC 1347 AN BYG-1 (V) TI-12 14 Maintainer

x. NEC 2710 Global and Command Control System-Maritime 4.X (GCCS-M 4.X) System Administrator

xi. NEC 2765 Global Command and Control System-Maritime (4.1) Increment 2 System Administrator

xii. NEC 2766 Global Command and Control System-Maritime 4.0.3 (GCCS-M 4.0.3) System Administrator

xiii. NEC 2791 Information Systems Technician (IAT II)

Or

c. Certification at least one of the following:

i. CompTIA Security+ce

ii. GIAC Security Essentials Certification (GSEC)

iii. Systems Security Certified Practitioner (SSCP)

4. Operating System Computing Environment Certificate Operating System Computing Environment (OS/CE) certificate of training, as dictated by the Command Cyber IT/CSWF Program Manager: Microsoft Windows 10 Desktop OS.

5. A Signed Privileged Access Statement.

6. Candidates without the required certification may be placed into this job but must obtain the required certification(s) within 6 months of appointment failure to obtain this requirement will result in termination of employment.