About The Position
Deliver first call resolution in accordance with Standard Operating Procedures (SOP); Perform Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs; Escalate incidents to Level 2 support as necessary; Install and maintain CIS assets for CSU Norfolk and supported customers; Install and maintain Software on LAN workstations; Record all actions pertaining to CIS support in the approved ticket management system; Adhere to Technical Assistance Center SOP; Provide status updates for assigned requests via the approved ticket management system; Follow -up with users on completed requests prior to closing associated tickets; Contribute to accountability of CIS assets; Escalate User Complaint Management and Problem Report to TAC Cell Head; Execute pro -activeness for all requests assigned to User Support Section; and Adhere to work schedule, providing support by engaging directly with the customer.
Requirements
- Experience with the installation, operation and maintenance of computer systems on local area networks (LAN)
- Experience with system administration and maintenance of computers running Microsoft Windows 10
- Experience with the 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
- CompTIA A+ Fundamentals (Hardware / Software) certified
- Must be able to engage professionally in a multi -National environment working with VIPs
Responsibilities
- Deliver first call resolution in accordance with Standard Operating Procedures (SOP)
- Perform Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs
- Escalate incidents to Level 2 support as necessary
- Install and maintain CIS assets for CSU Norfolk and supported customers
- Install and maintain Software on LAN workstations
- Record all actions pertaining to CIS support in the approved ticket management system
- Adhere to Technical Assistance Center SOP
- Provide status updates for assigned requests via the approved ticket management system
- Follow -up with users on completed requests prior to closing associated tickets
- Contribute to accountability of CIS assets
- Escalate User Complaint Management and Problem
- Report to TAC Cell Head
- Execute pro -activeness for all requests assigned to User Support Section
- Adhere to work schedule, providing support by engaging directly with the customer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
