Senior Technician; ICT Systems Operations and Maintenance NATO security clearance

Would you like to join the leading international intergovernmental organization?

We are seeking a highly motivated and customer‑focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this critical frontline role, you will serve as the primary interface for multinational end‑users—including senior leadership and VIPs—delivering white‑glove technical support within a secure NATO environment.

• Delivers first call resolution in accordance with Standard Operating Procedures (SOP);
• Performs Level 1 forward support for incidents and request fulfillment 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.

• 3 years minimum experience in installation, operation and maintenance of computer systems on local area networks (LAN);
• 3 years minimum experience 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;
• Language requirements: A thorough knowledge of English, both written and spoken, is essential.

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.