C004914 Senior Tech (ICT Systems Operations and Maint) (NS) - FRI 4 Sep RELAUNCH

About this role

Deadline Date: Friday 4 September 2026
Requirement: Senior Technician (ICT Systems Operations and Maintenance)
Location: Norfolk, VA, US
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 760
Required Start Date: 21 September 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET

Duties & Role:

• 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 workstations;

• Records all actions pertaining to CIS support in the approved ticket management system;

• Adheres to Technical Assistance Center Standards of Work;

• 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 Complaints and Problem Management issues 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.

• During exercises work can shift outside of normal office hours.
Requirements
Skills, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance

• 3 years minimum experiences in Installation, operation and maintenance of computer systems on local area networks (LAN);

• 3 years minimum experiences in System administration and maintenance of computers running Microsoft Windows 11;

• 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;

• Experience with ticketing system (such as ITSM);

• A+ Fundamentals (Hardware / Software) preferred;

• ITIL foundational certification preferred;

• Must possess good communication skills;

• 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.