Service Desk Engineer; L1/L2 Support NATO security clearance
Job Description & How to Apply Below
Senior ICT Technician
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.
Responsibilities- Deliver first call resolution in accordance with Standard Operating Procedures (SOP).
- Perform Level 1 forward support for incidents and request fulfilment per 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‑activeness for all requests assigned to the User Support Section.
- Adhere to work schedule, providing support by engaging directly with the customer.
- Minimum 3 years experience in installation, operation, and maintenance of computer systems on local area networks.
- Minimum 3 years experience in system administration and maintenance of computers running Microsoft Windows 11.
- Experience installing, operating, and maintaining commercial off‑the‑shelf (COTS) equipment such as desktop and laptop computers, printers.
- Experience with service desk management, including incident and problem processing, change request processing, availability management, and user interaction.
- Experience with a ticketing system such as ITSM.
- Preferred: A+ fundamental (Hardware/Software) certification.
- Preferred: ITIL foundational certification.
- Must possess good communication skills.
- Must have thorough knowledge of English, both written and spoken.
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