Senior Technician (ICT Systems Ops Admin and Maint.)

DEFTEC Corporation • Norfolk, VA

17h

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. POSITION OVERVIEW The Senior Desktop Support Specialist provides comprehensive IT support services for NATO Command Operations at Joint Force Command Norfolk in Virginia. This mission-critical role directly supports Allied Command Transformation (ACT) and Joint Force Command operations that coordinate multi-national military activities across the Atlantic region. Working in a fast-paced, high-security environment, the specialist ensures system reliability and rapid issue resolution essential to maintaining operational readiness for critical decision-making and coordination between Allied forces. The position involves direct interaction with military personnel, civilian contractors, and VIP officials from NATO member nations in a multi-cultural environment, requiring exceptional professionalism and cultural awareness. The specialist will provide first-call resolution for IT incidents following established Standard Operating Procedures, deliver Level 1 technical support for hardware and software issues, and manage service requests through approved ITSM ticket management systems. Key responsibilities include installing, configuring, and maintaining desktop/laptop computers, printers, and commercial off-the-shelf equipment, performing Windows 10 system administration and maintenance on LAN workstations, and managing software installations and updates across the network environment. The role requires escalating complex issues to Level 2 support when appropriate, maintaining accountability of IT assets and equipment inventory, providing regular status updates to users and management, and ensuring proper follow-up with users before ticket closure. Physical requirements include supporting desk installations and equipment setup with lifting capabilities up to 25 pounds.

Requirements

• The candidate must have a currently active NATO SECRET security clearance
• Installation, operation and maintenance of computer systems on local area networks (LAN)
• System administration and maintenance of computers running Microsoft Windows 10
• Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers)
• Experience with ITSM ticket systems to track and close incidents, request fulfilment (workorders) and changes, monitoring progress and keeping users apprised of progress
• A+ Fundamentals (Hardware / Software)
• A thorough knowledge of English, both written and spoken, is essential.

Responsibilities

• Delivers first call resolution in accordance with Standard Operating Procedures (SOP)
• Performs Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs
• Escalates incidents to Level 2 support as necessary
• Installs and maintains CIS assets for CSU Norfolk and supported customers
• Installs and maintains Software on LAN workstations
• Records all actions pertaining to CIS support in the approved ticket management system
• Adheres to Technical Assistance Center SOP
• Provides status updates for assigned requests via the approved ticket management system
• Follows-up with users on completed requests prior to closing associated tickets
• Contributes to accountability of CIS assets
• Escalates User Complaint Management and Problem Reports to TAC Cell Head
• Executes pro-activeness for all requests assigned to User Support Section
• Adheres to work schedule, providing support by engaging directly with the customer
• Must be able to engage professionally in a multi-National environment working with VIPs
• Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.

Benefits

• DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement.

What This Job Offers

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