#NC25ICT185911 - Senior Technician (ICT Systems Operations, Administration and Maintenance) - Closed
Deadline: February 1, 2026
Requester: NATO
Location: Norfolk, United States of America
Job type: Contractor
Start date: March, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- 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;
- Management 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.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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Installation, operation and maintenance of computer systems on local area networks (LAN);
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System administration and maintenance of computers running Microsoft Windows 10;
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Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers);
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Service Desk management, including incident and problem processing, change request processing, availability management and user interaction;
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Coordination of appropriate and timely responses, including channeling requests for help to appropriate work centers for resolution, monitoring progress and keeping users apprised of progress;
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A+ Fundamentals (Hardware / Software).
This position is now closed.
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