RFQ C004603 - Senior Technician (ICT Systems Operations, Administration and Maintenance)
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; and Executes pro -activeness for all requests assigned to User Support Section.
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)
- 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
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
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
