End User Support Specialist

The NMCI / Flank Speed End User Support Specialist provides Tier I-II end-user support with a primary focus on mobile device software, applications, and enterprise mobility services used by Department of the Navy personnel within NMCI and Flank Speed enterprise environments. This role ensures reliable access to mission-critical mobile applications, Microsoft 365 services, and secure enterprise resources while coordinating technical support activities, account management, and lifecycle support in accordance with Department of the Navy (DoN) cybersecurity and information assurance requirements.

The End User Support Specialist serves as the primary point of contact for users requiring assistance with mobile device software, application functionality, authentication, and secure connectivity, while also providing general end-user support for NMCI and Flank Speed services as needed., * Provide Tier I-II end-user support for mobile device software, enterprise mobile applications, authentication, and connectivity within NMCI and Flank Speed environments.

• Assist Navy personnel with troubleshooting mobile application functionality, secure access, synchronization issues, Microsoft 365 mobile applications, email configuration, and account-related issues.
• Coordinate resolution of mobile device software issues by working with NMCI service providers, government stakeholders, and support teams as required.
• Support account provisioning, access management, and permissions assignment in compliance with Department of the Navy policies.
• Execute move/add/change (MAC) requests, seat management functions, and lifecycle refresh activities.
• Respond to and resolve help desk tickets, ensuring accurate documentation, timely follow-up, and escalation when appropriate.
• Assist users with Microsoft 365/Flank Speed services, including Teams, SharePoint, OneDrive, Outlook, and other approved collaboration tools across desktop and mobile platforms.
• Perform user account configuration, application setup, and device access verification to ensure compliance with NMCI standards.
• Coordinate with NMCI service providers, site leads, telecommunications support, and government stakeholders on issue resolution and service updates.
• Provide limited workstation and peripheral support when necessary to ensure continued user productivity, with primary emphasis on supporting mobile software and enterprise applications.
• Ensure information security practices are followed at all times, including PKI usage, multi-factor authentication, and proper handling of Controlled Unclassified Information (CUI).
• Maintain compliance with SECNAV M-5510.30/36 and SECNAVINST 5239.1 cybersecurity and information assurance requirements.

• Minimum of five (5) years of experience supporting NMCI networks, Flank Speed, or Department of the Navy enterprise IT environments.
• Demonstrated experience providing technical support for mobile device software, enterprise mobile applications, mobile authentication, and Microsoft 365 mobile services.
• Experience supporting help desk operations, incident management systems (e.g., Remedy, ServiceNow), and ticket workflows.
• Working knowledge of SECNAV M-5510 and SECNAVINST 5239.1 compliance and security requirements.
• Experience with user account management, permissions, and enterprise application support within NMCI environments.
• Understanding of Navy seat management, asset tracking, and lifecycle refresh processes.
• Strong communication, customer service, and technical coordination skills.
• Ability to work independently in a fast-paced Department of the Navy enterprise environment.
• Must have an active Secret or above security clearance, * Experience supporting Flank Speed Microsoft 365 environments.
• Experience supporting enterprise mobile applications and secure mobile access within Department of Defense or Department of the Navy environments.
• Familiarity with ACAS, HBSS, DoN cybersecurity processes, and ITSM best practices.
• Prior experience supporting Navy command end users, regional support centers, or NMCI NGEN/NGEN-R programs.

• Growth with a People First organization: We believe great work starts with respect and empathy - for our team and our customers
• You will have 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 just a part of our culture.
• A Supportive Environment: Access to Orgro SOPs, templates, and mentorship to make your work repeatable, auditable, and stress-free