Senior ICT Operations Technician NATO security clearance

Would you like to join the leading international intergovernmental organization? The Senior Technician is responsible for delivering first-call resolution and proactive support for ICT systems, infrastructure, and assets within CSU Norfolk and supported clients. The role involves handling Level 1 support activities, maintaining hardware and software, and ensuring high levels of customer satisfaction in a multi-national, VIP environment.

• 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.

• 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).

If you ve read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we ll be in touch promptly if your experience aligns with our needs.