Senior Desktop Support Specialist - NATO

DEFTEC Corporation•Norfolk, VA

14d•Onsite

About The Position

DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by our clients' critical missions and driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products. We are seeking a Senior Desktop Support Specialist to serve as front-line IT support for NATO operations on-site in Norfolk, VA. You will be the first point of contact when users need help - resolving issues on the first call where you can, fulfilling service requests, and escalating the tougher problems to higher-tier support. The role is hands-on day to day: setting up and maintaining workstations, laptops, printers, and other end-user equipment, installing and troubleshooting software, and keeping everything tracked in the ticketing system from the moment a request comes in until you have confirmed with the user that it is resolved. Because it is a customer-facing role in a multinational environment, you will regularly support senior staff and VIPs and represent the support team professionally. This is a full-time, on-site position based in Norfolk, VA, running from July 2026 through December 2026.

Requirements

A currently active NATO SECRET security clearance.
Experience installing, operating, and maintaining computer systems on a local area network (LAN).
System administration and maintenance experience with Microsoft Windows 10.
Hands-on experience installing, operating, and maintaining COTS equipment, including desktop and laptop computers and printers.
Experience using ITSM ticketing systems to track and close incidents, fulfill requests and work orders, and manage changes while keeping users informed of progress.
CompTIA A+ certification (Hardware/Software fundamentals).
Strong customer-service skills and the ability to work professionally in a multinational environment, including direct support to VIPs.
A thorough knowledge of English, both written and spoken.

Nice To Haves

Prior experience providing IT or desktop support in a NATO, military, or government environment.
Experience working in a customer service or service desk support environment.
Familiarity with ITIL service management practices.
Additional CompTIA or vendor certifications (e.g., Network+, Microsoft).

Responsibilities

Deliver first-call resolution for incoming incidents and service requests, following established support procedures.
Provide Level 1 front-line support, taking a proactive approach to assigned requests and escalating incidents to Level 2 when a higher tier is needed.
Set up, install, and maintain end-user computing assets - desktops, laptops, printers, and other commercial off-the-shelf (COTS) equipment - for CSU Norfolk and supported customers.
Install, configure, and troubleshoot software on LAN workstations.
Perform system administration and maintenance on Microsoft Windows 10 workstations.
Log every support action in the approved ticketing system, keep tickets updated with current status, and follow up with users to confirm resolution before closing.
Contribute to accurate accountability and tracking of IT assets.
Escalate user complaints and recurring problems through the proper channels.
Engage directly with customers throughout the day, including senior staff and VIPs, in a professional and service-oriented manner.
Occasional lifting of equipment (up to 25 lbs) and physical setup work, such as desk installations, may be required.