Essential Duties & Responsibilities
- Tier-1 Technical Support - Provide initial troubleshooting and technical assistance for all Nautilus/NMCI-related hardware, software, and peripheral issues. Serve as the first point of contact for end-user support and problem resolution.
- Customer Engagement - Work directly with internal customers to collect and validate infrastructure requirements for new service requests. Act as the primary conduit between ACTR staff and end users, ensuring transparent communication, status updates, and successful project execution from initiation to completion.
- Stakeholder Coordination - Participate in weekly meetings with NAVAIR Headquarters and local DITAC leadership to remain informed of evolving policies, procedures, and initiatives impacting Nautilus/NMCI operations.
- Inbox & Inquiry Management - Monitor assigned mailboxes during standard business hours. Ensure all customer inquiries are acknowledged and addressed within 24 hours. A commitment to responsive, high-quality customer service is a foundational expectation of this role.
- Data & Records Administration - Maintain accurate, up-to-date records in the NMCI Enterprise Tool (NET) for all assigned users. Ensure data integrity and compliance with established protocols.
Core Services Provided:
- Processing Move/Add/Change (MAC) requests Coordinating computer relocations
- Updating desktop/laptop location records
- Managing custodian transfers of IT hardware
- Facilitating account modifications and lifecycle management
- Supporting technology refresh efforts
- Provisioning of new user accounts and computing devices
- Facilitating software installation and licensing
- Processing requests for networked printers/scanners and multifunction devices
- Providing setup and network integration for printers/scanners
- Supporting special account requests as needed
- Delivering Microsoft Teams telephony support
Required Skills & Experience
- Clearance Required: Secret
- 2+ years of customer service experience
- High School Diploma
Desired Qualifications:
- IT helpdesk experience
- Bachelor's degree in an IT field
- Security+ certification
Application Deadline: 8/25/2025
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The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.
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.
SMX is an Equal Opportunity employer including disabilities and veterans.
Selected applicant may be subject to a background investigation and/or education verification.
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