Senior ICT Operations Technician for NATO with security clearance

WLG

About The Position

The Senior Technician is responsible for delivering first-call resolution and proactive support for ICT systems, infrastructure, and assets within CSU Norfolk and supported clients. The role involves handling Level 1 support activities, maintaining hardware and software, and ensuring high levels of customer satisfaction in a multi-national, VIP environment.

Requirements

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);
Service Desk management, including incident and problem processing, change request processing, availability management and user interaction;
Coordination of appropriate and timely responses, including channeling requests for help to appropriate work centers for resolution, monitoring progress and keeping users apprised of progress;
A+ Fundamentals (Hardware / Software).

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 Management 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.