Help Desk Specialist - Washington, United States - Hepburn and Sons LLC

Hepburn and Sons LLC Washington, United States

3 weeks ago

Description

Overview:

The Navy Modernization, Planning and Sustainability Division, Naval Sea Systems Command (NAVSEA) 09, is responsible for providing the Fleet and modernization stakeholders with modernization policies; Ship Change Document (SCD) processes and approvals; Navy Data Environment (NDE) and user-training; Fleet Risk Assessments; Command, Control, Communications, Computers, Combat Systems, and Intelligence (C5I) Baselines; Information Technology (IT) business tools; metrics performance; and customized reports. The team will support all areas of NAVSEA 09 Modernization Support the updates and adherence to the Navy Modernization Program Modernization and Operations Manual (NMP-MOM).

Responsibilities:

Manage help desk by providing support to NMP and NDE users and resolving requests for service.
Resolve client issues and/or route to appropriate SME for resolution.
Develop, track, and report metrics consistent with management and improvement.
Develops and optimizes processes to achieve service level requirements and performance goals.
Act as escalation point and facilitator for severe, critical or unique issues.
Conduct continuous monitoring and routine assessments of the key processes supporting the NDE application with focus on assessing the effectiveness of customer support.

Qualifications:

Education and Experience:

?High School diploma
5 or more years experience with NMP and Navy Data Environment (modules, navigation, dependencies)

Required Skills/Abilities:

Experience with other shipboard programs interfaces (eg organizational maintenance management system, next generation-OMMS-NG)
Experience with MS suite
Ability to manage and prioritize help desk requests to timely and successful resolution.
Subject Matter Expert knowledge of NMP process and NDE modules.
Ability to provide customer service to assist in resolving technical issues.

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