Deadline Date: WED 11 December
Requirement Title: Senior Technician (ICT Systems Operations, Administration and Maintenance)
Location: Norfolk, VA, US
Full time on-site: Yes
Total Scope of the request (hours): 836
Required Start Date: 20 Jan 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO Secret
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.
- Language requirements: A thorough knowledge of English, both
written and spoken, is essential.
- 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.
Requirements
- 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).
