Job Information
SMX Helpdesk Technician, Supervisor in Ridgecrest, California
Helpdesk Technician, Supervisorat SMX(View all jobs) (https://www.smxtech.com/careers/)
Ridgecrest, CA
SMX is seeking a Helpdesk Technician, Supervisor to lead a team responsible for providing IT support services related to the Navy Marine Corps Intranet (NMCI). Your role involves managing team members, ensuring efficient service delivery, and maintaining compliance with contract boundaries and government regulations, while maintaining the standard NMCI POC duties.
This position requires the ability to obtain a DoD secret security clearance which requires US citizenship for work on a DoD contract.
Essential Duties & Responsibilities
Team Leadership:
Manage and lead a team consisting of NMCI Points of Contact (POCs), Asset Managers, and Activity Contract Technical Representatives (ACTR Staff)
Actively participate in the acquisition and deployment of NMCI hardware, software, and infrastructure services alongside the team
Customer Support:
Support NMCI POC team members in developing high-quality customer support skills
Foster working relationships with NMCI customers
IT Support:
Provide Tier 1 IT support, resolving basic technical issues related to NMCI services
Offer guidance and support to team members handling more complex cases
Policy and Process Implementation:
Collaborate with Contract and Government leadership to establish processes and policies
Ensure timely and accurate delivery of NMCI services
Efficiency and Quality Improvement:
Work with other Contract Leads and the Standard Operating Procedure (SOP) team to develop and implement policies and procedures
Continuously improve service quality and efficiency
Team Development:
Conduct regular team meetings to discuss ongoing issues, project updates, and continuous improvement strategies
Provide training and support to team members, fostering a culture of growth and development
Compliance and Metrics:
Ensure that the team operates within Contract boundaries and complies with government regulations
Provide metrics related to NMCI services to Contract and Government leadership
Required Skill & Experience
Required clearance: Secret or the ability to obtain
Proficient with Windows Operating Systems
Proficient with Microsoft Office
Strong customer service skills
Desired Skills & Experience
Proficient user of NET and HPSM
Knowledge of NMCI, Field Services, and STRAN processes and procedures
General IT certifications
IT college credits
Supervisory skills a plus
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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 committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. SMX is an Equal Opportunity/Affirmative Action employer including disability and veterans.
Selected applicant will be subject to a background investigation.
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