IT Support Technician — First Line, Desktop and LAN for NATO with security clearance

WLG • Norfolk, MA

33d • Onsite

About The Position

This is front-line user support in a headquarters environment — the desk people ring when something has stopped, and where first call resolution is the measure that matters. It is hands-on: installing and maintaining the equipment as well as answering for it, and doing so professionally in a multinational setting that includes senior staff.

Requirements

• Installation, operation and maintenance of computer systems on local area networks.
• System administration and maintenance of Windows 10 machines.
• Installation, operation and maintenance of commercial equipment — desktops, laptops, printers.
• Experience with service management ticket systems for incidents, work orders and changes, including keeping users informed of progress.
• A+ level hardware and software fundamentals.
• A thorough knowledge of English, written and spoken.

Responsibilities

• Deliver first call resolution in line with the standard operating procedures.
• Provide level one forward support for incidents and request fulfilment, and escalate to level two when that is genuinely the right call.
• Install and maintain IT equipment for the unit and the customers it supports.
• Install and maintain software on workstations across the local network.
• Record every support action in the approved ticket system, and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Contribute to the accountability of IT assets.
• Escalate user complaints and problems to the cell head, and work proactively on everything assigned to the section.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed