IT Support

• Create and troubleshoot help desk tickets
• Provide in-person, telephone, and remote technical support
• Log help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems
• Troubleshoot and resolve end-user device, application, configuration, operating system, cloud service, software baseline, and email problems
• Maintain and support end-user device operating systems and application software
• Apply configuration changes, service packs, patches, updates, security fixes, and virus definitions to end-user devices
• Troubleshoot Google Workspace and Microsoft Office 365 issues
• Coordinate standard system image configuration changes with the SCCM Image Team
• Install, configure, and maintain authorized client applications and software baselines
• Perform minor hardware repairs and replacements on government-authorized computer systems
• Create and update technical process documentation
• Assist with installing and testing system software or hardware configurations and documenting hardware and software changes
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests
• Assist with technical documentation and change-request configuration
• Assist with MCU content management responsibilities as needed

Help Desk Technician I

• Prepare company laptops for IT provider provisioning
• Coordinate technology setup for new hires, including laptops, monitors, peripherals, software, system access, and other required equipment
• Support employee offboarding by coordinating removal of systems access and collection, inventory, and preparation of returned equipment
• Set up, modify, and deactivate employee access to company systems and applications
• Issue, activate, deactivate, and maintain Datawatch building access cards
• Provide hands-on Tier 1 technical support for hardware, software, connectivity, and access issues
• Troubleshoot laptops, monitors, docking stations, printers, peripherals, and office technology
• Troubleshoot conference room technology and support meetings as needed
• Serve as the primary day-to-day liaison with the outsourced IT provider
• Submit, monitor, update, and follow up on support tickets
• Escalate technical issues and coordinate through resolution
• Maintain accurate records of company IT assets and track assignments, returns, replacements, and inventory
• Assist with ordering, receiving, organizing, and deploying IT equipment and supplies
• Perform routine checks of printers, conference rooms, and shared office technology
• Document troubleshooting procedures, equipment configurations, and recurring IT processes
• Assist with other technology and office systems projects as assigned

IT Support Specialist – Temporary

• Operate BUMED's Tier 1.5 help desk on a rotational or shared basis
• Receive user requests and maintain the Contractor Tier 1.5 Issue Log as the formal intake and tracking mechanism
• Prepare and submit the weekly Contractor Tier 1.5 Issue Log every Monday by 1100 EST jointly with the other Junior Analyst
• Provide first-line troubleshooting, over-the-shoulder support via Microsoft Teams, real-time problem-solving, and individualized guidance to procurement, vendor pay, and travel users
• Deliver refresher guidance on accounting-related processes
• Resolve routine purchase order errors
• Correct goods receipt and acceptance file discrepancies from WAWF and DMLSS
• Assist end-users with basic travel voucher transaction issues
• Route complex issues to Mid-level or Senior Analysts with documented findings
• Support formal GFBO Tier 2 escalations
• Monitor routine DMLSS and WAWF interface exception items and clear or route them appropriately
• Execute assigned tasks in the monthly Period-End Close Coordination Plan, including open receipt and unmatched invoice follow-up
• Maintain job aids and quick reference guides for procurement and travel users
• Support training session logistics and maintain training IDs for sandbox environments
• Compile help desk activity and trend data for the Monthly Status Report

Junior SAP Analyst, Help Desk, Vendor Pay, Procurement, Travel

• Operate BUMED's Tier 1.5 help desk on a rotational or shared basis
• Receive user requests and log each issue in the Contractor Tier 1.5 Issue Log, maintaining it as the formal intake and tracking mechanism
• Prepare and submit the weekly Contractor Tier 1.5 Issue Log every Monday by 1100 EST jointly with the other Junior Analyst
• Provide first-line troubleshooting, ad-hoc over-the-shoulder support primarily via Microsoft Teams, real-time problem-solving, and individualized guidance to labor, projects, and funds users
• Deliver refresher guidance on specific accounting-related processes
• Resolve routine labor accounting errors; process timesheet defaults; execute PERNR updates; support Check-In/Check-Out and non-interfaced personnel actions; assist users navigating budget allocation processes within Navy ERP
• Route highly complex issues to the Mid-level or Senior Analyst with documented findings and support formal GFBO Tier 2 escalations
• Monitor routine interface exception items (MER/BIMER, Defense Civilian Pay System (DCPS), Total Force Manpower Management System (TFMMS)) and clear or route them appropriately
• Execute assigned tasks in the monthly Period-End Close Coordination Plan
• Maintain job aids and quick reference guides for labor and funds users
• Support training session logistics and maintain training IDs for sandbox environments in coordination with command training leads
• Compile help desk activity and trend data for the Monthly Status Report

Junior SAP Analyst – Help Desk, Labor, Projects, Funds

• Provide technical leadership and engineering support to the Navy Continuous Training Environment and Navy Training Baseline
• Lead planning and execution of LVC training events
• Deploy and configure NTB software components across the NCTE enterprise
• Perform engineering and project tasks sustaining LVC products and integrated capabilities
• Serve as Engineering Technical Lead for NCTE Fleet Synthetic Training, LVC, and COCOM-level training events
• Collaborate with operational and engineering leads to define, align, and execute technical requirements
• Install and configure NTB software releases, upgrades, and patches
• Support NTB setup and configuration during training events
• Evaluate and resolve moderately complex software-related problems
• Develop manning and resourcing plans for NCTE training event execution
• Perform pre-event interoperability risk assessment and mitigation
• Architect scalable systems and maintain DoDAF SV-1 and SV-2 architecture artifacts using tools such as Microsoft Visio
• Develop and maintain technical architecture, configuration, and status documentation
• Direct real-time technical operations and monitor end-to-end NTB system health during LVC events
• Diagnose, troubleshoot, and resolve issues across LVC environments, including NTB interoperability, HLA/DIS protocols, and interface standards
• Deliver real-time technical support during LVC training exercises

Technical Support Specialist, Engineer Systems 3

• Serve as Engineering Technical Lead supporting NCTE Fleet Synthetic Training, LVC, and COCOM-level training events
• Collaborate with operational and engineering leads to define, align, and execute technical requirements
• Install and configure new NTB software releases, upgrades, and patches
• Provide NTB setup and configuration support during training-event planning and execution
• Evaluate and resolve moderately complex software-related problems
• Develop manning and resourcing plans for NCTE training-event execution
• Perform pre-event interoperability risk assessments and mitigation
• Architect scalable systems for event-specific requirements
• Generate and maintain formal architecture artifacts, including DoDAF SV-1 and SV-2
• Develop and maintain technical architecture, configuration, and status documentation
• Direct real-time technical operations and monitor end-to-end NTB system health during LVC events
• Diagnose, troubleshoot, and resolve issues across LVC environments involving NTB interoperability, HLA/DIS protocols, and interface standards
• Deliver rapid real-time technical support during LVC training exercises
• Support Navy LVC training through the Navy Continuous Training Environment and Navy Training Baseline

Technical Support Specialist – Engineer Systems 3

• Provide full-range computer and systems support for user requests, multifunction devices, account permissions, and technical troubleshooting
• Supervise a 5–7-person Help Desk cadre
• Define General System maintenance scope and objectives
• Manage Help Desk priorities and ticketing queues
• Maintain, administer, back up, restore, report on, and perform general maintenance for hardware operating systems and software applications, primarily Windows OS, in DoD environments
• Support on-call, after-duty-hours, holiday, staff-absence, and incident-response services
• Manage access accounts and role-level privileges
• Support end-user hardware, software, and application requirements through remote and desk-side engagement
• Manage inventory, document inventory changes, implement hand-receipting processes, support deployment-kit management, and complete related documentation
• Provide OCONUS and CONUS travel support approximately once or twice yearly

Senior Help Desk Technician

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services
• Assess incidents and service requests, gather technical and customer information, determine troubleshooting approaches, and implement or coordinate corrective actions
• Diagnose and resolve common technical issues using documented procedures and IT service management practices
• Determine when incidents require escalation and coordinate with appropriate technical organizations
• Maintain ownership of incidents and requests through resolution or escalation, documenting required actions and providing customer updates
• Communicate with customers to clarify issues, gather diagnostic information, provide status updates, explain resolutions, and confirm service restoration
• Analyze recurring issues and incident information to identify trends, knowledge gaps, and service improvement opportunities
• Create and maintain technical documentation, incident records, troubleshooting information, and knowledge articles
• Monitor ServiceNow dashboards and operational queues for at-risk incidents and requests
• Analyze ticket status, workload, aging, and service-level information and escalate risks
• Participate in shift turnover activities and communicate significant incidents and unresolved issues
• Prepare and communicate scheduled operational reports and shift deliverables
• Coordinate with Service Desk colleagues, CAEIO technical teams, and stakeholders to resolve incidents and fulfill requests
• Support new or modified Service Desk processes, tools, technologies, policies, and procedures
• Perform IT service management and operational support activities within the scope of the position

Customer Support Specialist – Technical

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services via telephone, email, chat, and enterprise service management platforms
• Assess incidents and service requests, gather technical and customer information, determine troubleshooting approaches, and implement or coordinate corrective actions
• Diagnose and resolve common technical issues using documented procedures, knowledge resources, technical documentation, and IT service management practices
• Determine when incidents require escalation and coordinate with appropriate technical organizations
• Maintain ownership of incidents and requests through resolution or escalation, providing timely customer updates and documenting actions
• Communicate with customers to clarify issues, gather diagnostic information, provide status updates, explain resolutions, and confirm service restoration
• Analyze recurring issues to identify trends, knowledge gaps, and service improvement opportunities
• Create and maintain technical documentation, incident records, troubleshooting information, and knowledge articles
• Improve Knowledge Base content by documenting troubleshooting techniques, solutions, workarounds, and lessons learned
• Apply ITIL-based Incident Management and Request Fulfillment practices while complying with government policies, security requirements, SLAs, and SLOs
• Monitor ServiceNow dashboards and operational queues and address unassigned, aging, pending, or at-risk incidents and requests
• Analyze ticket status, workload, aging, and service-level information and escalate risks to Service Desk leadership
• Participate in shift turnover and communicate significant incidents, unresolved issues, service impacts, and operational concerns
• Prepare and communicate scheduled operational reports and shift deliverables
• Coordinate with Service Desk colleagues, CAEIO technical teams, and stakeholders to facilitate incident resolution and service restoration
• Maintain working knowledge of Service Desk processes, enterprise applications, support procedures, and operational responsibilities
• Recommend improvements to processes, procedures, knowledge resources, and customer support practices
• Support implementation of new or modified Service Desk processes, tools, technologies, policies, and procedures
• Perform other IT service management and operational support activities within the scope of the position

• Provide functional IT support to all user levels within IntraFi, as well as exceptional customer service/support to end users/customers of IntraFi’s products and services
• Diagnose computer problems, install software, and perform tests on computer equipment and programs
• Troubleshoot technical problems over the phone, remotely, and in person
• Set up and deploy IT equipment, monitor systems, and perform maintenance
• Provide technical support to onsite and remote employees and external customers as a key member of the IT Help Desk Team