Service Desk Engineer; L1​/L2 Support 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.

• Deliver first call resolution in accordance with Standard Operating Procedures (SOP).
• Perform Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs.
• Escalate incidents to Level 2 support as necessary.
• Install and maintain CIS assets for CSU Norfolk and supported customers.
• Install and maintain software on workstations.
• Record all actions pertaining to CIS support in the approved ticket management system.
• Adhere to Technical Assistance Center Standards of Work.
• Provide status updates for assigned requests via the approved ticket management system.
• Follow up with users on completed requests prior to closing associated tickets.
• Contribute to accountability of CIS assets.
• Escalate User Complaints and Problem Management issues to TAC Cell Head.
• Execute pro‑actively for all requests assigned to User Support Section.
• Adhere 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.