End User Support Specialist - Mobile Device

ABOUT US

We are a mission-driven organization in our delivery of high-quality engineering outcomes for our Defense and Federal contracts by combining disciplined processes with a culture of respect and accountability that helps our teams thrive while meeting complex program needs.

POSITION SUMMARY

The NMCI / Flank Speed End User Support Specialist provides Tier I-II technical assistance, account management, and lifecycle support to Navy end users operating within NMCI and Flank Speed enterprise environments. This role ensures reliable access to Navy networks, systems, and collaboration services by performing troubleshooting, incident resolution, and user provisioning in accordance with Department of the Navy cybersecurity and information assurance requirements.

KEY RESPONSIBILITIES

• Provide support for mobile device connection, email, and app problems.
• Provide end-user support for NMCI and Flank Speed environments, including workstation, peripheral, software, and connectivity troubleshooting.
• Execute move/add/change requests, seat management functions, and lifecycle refresh activities.
• Support account provisioning, access management, and permissions assignment in compliance with Department of the Navy policies.
• Respond to and resolve help desk tickets, ensuring accurate documentation and timely escalation when required.
• Assist users with Microsoft 365 and Flank Speed services including Teams, SharePoint, OneDrive, and email.
• Maintain compliance with SECNAV M-5510.30/36 and SECNAVINST 5239.1 cybersecurity and information assurance guidelines.
• Perform system checks, configuration tasks, and device setup to ensure NMCI standards are met.
• Coordinate with NMCI service providers, site leads, and government stakeholders on issue resolution and system updates.
• Support hardware deployment, imaging, software installs, and secure configuration adjustments.
• Ensure information security practices are always followed, including PKI usage, two-factor authentication, and proper handling of controlled unclassified information (CUI).

REQUIRED QUALIFICATIONS

• Working knowledge of iOS, Android, and mobile security rules.
• Ability to manage device security, updates, and user accounts.
• Experience with remote support tools.
• Minimum of five years of experience supporting NMCI networks and enterprise Navy IT environments.
• Working knowledge of SECNAV M-5510 and SECNAVINST 5239.1 compliance and security requirements.
• Experience with help desk operations, incident management systems such as Remedy or ServiceNow, and ticket workflows.
• Proficiency in troubleshooting workstations, software, accounts, and network access in an NMCI environment.
• Demonstrated understanding of Navy seat management, asset tracking, and lifecycle refresh processes.
• Active DoD 8570 IAT Level II certification such as Security+ CE, CCNA Security, CySA+, or equivalent.
• Ability to work with minimal supervision in a fast-paced Department of the Navy enterprise environment.
• Strong communication skills and customer service orientation.
• Active Secret or above security clearance.

PREFERRED QUALIFICATIONS

• Experience supporting Flank Speed Microsoft 365 environments.
• Familiarity with ACAS, HBSS, Department of the Navy cybersecurity processes, and ITSM best practices.
• Prior work within Navy command IT support roles, regional support centers, or NMCI NGEN/NGENR teams.

WHAT YOU WILL RECEIVE BY JOINING ORGRO

• Growth with a People First organization: We believe great work starts with respect and empathy for our team and our customers.
• Clear Expectations: There will be no guesswork. We provide documented processes and transparent communication so you can focus on doing your best work.
• Work-Life Balance: We value your time and well-being by providing flexible scheduling and realistic deadlines, which is part of our culture.
• A Supportive Environment: Access to Orgro SOPs, templates, and mentorship to make your work repeatable, auditable, and stress-free.