cFocus Software seeks a Customer Technical Support Specialist (NEN) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.
Qualifications:
- Two (2) years of professional experience in customer service and interpersonal communications. Qualified experience in technical telephone inquiries and on-site support to employees regarding technical aspects of NEN assigned products
- Active DoD IAT Level II certification
Duties:
- Provide Tier I and Tier II technical support to NEN users for hardware, software, and network-related issues.
- Respond to and resolve service requests and incidents within established Service Level Agreements (SLAs).
- Diagnose and troubleshoot connectivity issues across local and wide area network (LAN/WAN) environments.
- Document and manage trouble tickets using approved Navy Enterprise Service Desk (NESD) systems.
- Assist users with account setup, password resets, and application access following DoD security procedures.
- Install, configure, and support workstations, printers, and peripheral devices in compliance with NMCI/NEN policies.
- Collaborate with system administrators, network engineers, and cybersecurity teams to resolve escalated issues.
- Provide remote and onsite user support, ensuring timely resolution of technical problems and user satisfaction.
- Maintain and update user and asset information in Navy configuration management databases (CMDBs).
- Ensure compliance with DoD cybersecurity and information assurance standards during all support activities.
- Assist with software updates, patch installations, and system maintenance tasks as directed.
- Participate in user training and awareness activities related to NEN operations and cybersecurity best practices.
- Escalate unresolved issues to higher-tier support in accordance with escalation procedures.
- Support after-hours maintenance or on-call requirements as part of mission readiness operations.
- Prepare reports and metrics on incident trends, recurring issues, and performance improvements.
