Position summary: (NET Team)
The NMCI/Telecom CSR I will provide fast, friendly and efficient NMCI advanced technical support services and Telecom support services to customers throughout CNIC major command by performing the following duties.
Provide initial point of contact to CNIC customers with MAC requests, NET, and or trouble calls.
Provide all customer service through submission to HP of the MAC lifecycle/NET lifecycle.
Utilize NMCI web tools to submit NMCI requests.
Communicate with NMCI HP during work lifecycle.
Communicate with local ACTR’s, CTR’s, ITPOC’s, and SME’s.
Coordinate the activation of converged devices with CNIC POC.
NET/MAC status tracking and audits.
Provide asset reconciliation assistance to regional staff.
Provide tech refresh assistance to regional staff.
Create, manage, modify, and maintain build-outs.
Reassigning assets within NET.
Update NET with completed MAC information.
Initial Problem resolution.
Create, manage, modify, and maintain NET orders & service utilizing NET.
Determine the correct NMCI service to meet customer needs and CNIC budget requirements.
Map legacy applications, templates, and peripherals to seats.
Maintain asset data.
Interpreting CNIC policies and government regulations affecting MAC, NET, and other NMCI procedures.
Determination of cost effectiveness versus burn rate of MAC usage.
Provide Initial point of contact of contact to CNIC and NOSC customers with Telecom requests and or trouble calls.
Determine the needs of the customer for Audio/Video conference call scheduling.
Work with vendors to schedule Audio/Video conference call.
Work with customers to determine reported Telecom issue and the appropriate Tier II needed. Transfer the customer to Tier II when applicable.
Interpreting CNIC/Reserve Center policies and government regulations affecting Telecom procedures.
Analyzing reported log on problems related to Cryptographic Log-on (CLO), then determine and provide solutions.
Work with CLO Administrators to manage the CLO exception tool.
Communicate to internal CLO Administrators to add and removing personal and functional accounts.
Logging all requests (calls, emails, faxes) in ticket tracking software.
Attendance and punctuality are essential functions of this position.
All work must be accomplished in accordance with company quality assurance standards.
Issuing written and oral instructions.
Attendance and punctuality are critical to this position.
Other duties as may be assigned.
Experience and Education: High school diploma or general education degree (GED); or six to nine months related experience and/or training; or equivalent combination of education and experience.
Security Clearance: A favorable NACI background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.
CTI is an Affirmative Action and Equal Opportunity Employer Committed to Diversity.
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