C004914 Senior Tech; ICT Systems Operations and Maint); NS; FRI Relaunch

Senior Technician (ICT Systems Operations and Maintenance)

Deadline Date:
Friday 4 September 2026

Location:

Norfolk, VA, US

Full Time On-Site:
Yes

Time On-Site: 100%

Total Scope of the request (hours): 760

Required

Start Date:

21 September 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

• 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 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;
• Must be able to engage professionally in a multi-National environment working with VIPs.
• During exercises work can shift outside of normal office hours.