Sr Technician; ICT Systems Ops and Maintenance

Sr Technician (ICT Systems Ops and Maintenance)

DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by our clients' critical missions and driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

Position Overview The Senior Technician (ICT Systems Ops and Maintenance) provides frontline technical support within the Technical Assistance Center (TAC), delivering first call resolution and Level 1 support for incidents and service requests in accordance with established Standard Operating Procedures. Reporting to the TAC Cell Head, this role is responsible for the installation, configuration, and maintenance of Communications and Information Systems (CIS) assets and software on LAN workstations for CSU Norfolk and its supported customers, while accurately documenting all support actions and status updates through the approved ITSM ticket management system.

The Senior Technician acts as a proactive, customer-focused point of contact for end users, following up on completed requests, escalating incidents to Level 2 support and management as needed, and contributing to the overall accountability of CIS assets. Success in this role requires strong technical proficiency in Windows 10 system administration and COTS equipment support, sound judgment in a fast-paced service environment, and the professionalism to engage effectively with a diverse, multi-national user base that includes senior leaders and VIPs.

The position may require support outside normal working hours, participation in exercises, and light physical work such as equipment lifting (up to 25 lbs) and desk-side installations. This role requires a currently active NATO SECRET security clearance and a thorough command of written and spoken English.

Job Responsibilities:

• 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
• Reports 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.
• Support to exercises and outside normal working hours may be required.
• Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.

Required Qualifications:

• The candidate must have a currently active NATO SECRET security clearance
• 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);
• Experience with ITSM ticket systems to track and close incidents, request fulfilment (work orders) and changes, monitoring progress and keeping users apprised of progress;
• A+ Fundamentals (Hardware / Software).
• Language requirements: A thorough knowledge of English, both written and spoken, is essential.