MILVETS supports the Prime Contractor for the Navy and Marine Corps Intranet (NMCI) contract. The contractor has the responsibility of constructing, equipping, staffing and operating a Help Desk and Network Operations Centers that support the NMCI program worldwide including San Diego, California and Norfolk, Virginia. MILVETS has also completed two (2) NMCI Desktop Validation assignments at Patuxent River, Maryland and the Metropolitan Washington area including the Pentagon, Washington Navy Yard, Nebraska Avenue, Crystal City, Virginia and Andrews AFB, Maryland. The United States Department of the Navy (DoN) and United States Marine Corps (USMC) Intranet (NMCI) requires delivery of comprehensive, end-to-end information services through a common computing and communications environment. This environment will enhance system and software interoperability and, in turn, enhance information exchange for defense forces and deployed forces as well as individual users. The essential functions for the first and second-level technical support agents that are responsible for responding to requests from various clients via telephone with functions such as troubleshooting, analyzing, resolving, tracking and escalating technical problems associated with an end-user’s desktop environment. The following is the general description of MILVETS’ staff functional task areas in support of Network Operations and the Help Desk: Customer service experience:

• Ability to create a positive client relationship

• Demonstrate exceptional telephone etiquette

• Ability to listen effectively in order to understand and process client requests

• Ability to ask appropriate questions; ability to understand client questions

• Demonstrate conflict resolution skills

• Ability to meet and/or exceed established SLA’s (service level agreements)

• Call Center Ticketing System (Remedy)

• Call Center Phone System (Aspect)

• Microsoft Office products

• Internet and Browser usage

• E-Mail products

• Basic Operating System/Networking/Hardware troubleshooting

• Keyboarding skills

• Demonstrates strong written and verbal communication skills

• Ability to multi task in a fast paced environment

• Must be detail oriented

• Demonstrate effective time management skills

• Demonstrates maturity and general business knowledge

• Demonstrates strong desire and enthusiasm to learn

• Demonstrate strong customer care skills

• Ability to log, track, resolve, dispatch, and reroute calls through to resolution using NMCI Help Desk procedures

• Ability to act as single point of contact for user community

• Ability to interact via telephone with clients and corporate personnel to perform diagnostics and resolution of technical problems

• Ability to enter data into a client request management system

• Ability to manage client requests from point of contact to closure

• Ability to document procedures, correctives actions, and update knowledge base system

• Interface with Tools such as Remedy, Tivoli, Aspect and Internet Browsers.

• Microsoft Windows 2000

• Microsoft Windows Exchange and Outlook 2000

• Provide PC software and hardware troubleshooting

• Possess an understanding of LAN/WAN technologies and protocols

• Perform password resets

• Identify responsible group for problem resolution and escalation when necessary

• Interface with system administrator

• Interface with Network Operating Center (NOC)

• Ability to work in a team environment

• Ability to communicate effectively

• Ability to meet and/or exceed established service level agreements (SLA)