C004603 Senior Technician (System Operations, Admin and Maint) (NS) - MON 2 Feb
About The Position
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. Specific Working Conditions: Office environment: Local Norfolk Region, VA, United States. Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.
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)
- 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)
- 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 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
