Help Desk Specialist - Hepburn and Sons, LLC

Overview

As a Help Desk Specialist working for Hepburn and Sons LLC, you will assist the Navy Modernization, Planning and Sustainability Division, Naval Sea Systems Command, which is responsible for providing the Fleet and modernization stakeholders with modernization policies; Ship Change Document (SCD) processes and approvals; Navy Data Environment (NDE) and user-training; Fleet Risk Assessments; Command, Control, Communications, Computers, Combat Systems, and Intelligence (C5I) Baselines; Information Technology (IT) business tools; metrics performance; and customized reports. The team will support all areas of NAVSEA Modernization Support the updates and adherence to the Navy Modernization Program Modernization and Operations Manual (NMP-MOM).

This is a contingent position based on award/funding from the customer.

Working at Hepburn and Sons LLC

Working at Hepburn means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of today. We honor handshakes as rigorously as contracts. We keep trust at the forefront of every decision we make and customer we serve! We believe there is no greater principle in business than that of building a solid foundation of trust. We hold one another to the highest levels of integrity and ethics. We cherish every opportunity given to us by our clients. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

Responsibilities

• Manage help desk by providing support to NMP and NDE users and resolving requests for service
• Resolve client issues and/or route to appropriate SME for resolution
• Develop, track, and report metrics consistent with management and improvement
• Develops and optimizes processes to achieve service level requirements and performance goals
• Act as escalation point and facilitator for severe, critical or unique issues
• Conduct continuous monitoring and routine assessments of the key processes supporting the NDE application with focus on assessing the effectiveness of customer support

Qualifications

• ​High School diploma
• 5 or more years experience with NMP and Navy Data Environment (modules, navigation, dependencies) 
• Experience with other shipboard programs interfaces (eg organizational maintenance management system, next generation-OMMS-NG) 
• Experience with MS suite 
• Ability to manage and prioritize help desk requests to timely and successful resolution. 
• Subject Matter Expert knowledge of NMP process and NDE modules. 
• Ability to provide customer service to assist in resolving technical issues. 
• Active Secret clearance