Norfolk, United States | Posted on 01/20/2026
McBride, based in McLean, VA, USA, and with offices in Brussels and Bucharest (McBride International), is a Prime Contractor on the NCIA A&AS Framework. We are a management and IT consulting firm with significant professional services experience that includes IT transformation, project management, digital transformation, strategic planning, business process improvement, change management, human capital management, systems engineering, and operations. Due to our excellent relationship with NATO and the first-class, security cleared candidates that we source and supply from all 32 NATO nations, we are extremely privileged to ask you to review this role to assess your suitability of skills.
You will be working as a contractor for our client – NATO Communications & Information Agency (NCIA) NATO Communications & Information Agency (NCIA) NCIA was established on 1 July 2012 from a merger of several NATO entities. It has a 65-year legacy of supporting NATO operations, missions, and exercises and is on the front lines against cyber threats, protecting NATO's networks 24/7.
NCIA provides expertise and services that are critical to NATO's ability to fulfill its core tasks of consultation, collective defence, and crisis management.
- 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.
Experience & Education
- 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; and
- A+ Fundamentals (Hardware / Software).
- Adheres to work schedule, providing support by engaging directly with the customer; and
- Must be able to engage professionally in a multi-National environment working with VIPs.
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