Senior Technician (ICT Systems Operations, Administration and Maintenance) for NATO with security clearance

WLG

About The Position

We are seeking a dedicated and customer-focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this frontline role, you will be the face of IT support, providing critical Level 1 and Level 2 technical assistance to a diverse, multinational customer base, including high-profile VIPs. You will be responsible for ensuring the smooth operation of computer systems, resolving incidents efficiently, and maintaining a high standard of customer service in a dynamic 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);
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).

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.