Senior Technician (ICT Systems Operations, Administration and Maintenance) for NATO with security clearance

Would you like to join the leading international intergovernmental organization? We are seeking a dedicated and customer-focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this frontline role, you will be the face of IT support, providing critical Level 1 and Level 2 technical assistance to a diverse, multinational customer base, including high-profile VIPs. You will be responsible for ensuring the smooth operation of computer systems, resolving incidents efficiently, and maintaining a high standard of customer service in a dynamic environment. 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. Required qualifications and experience: 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 (workorders) and changes, monitoring progress and keeping users apprised of progress; A+ Fundamentals (Hardware / Software). 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.