Job Description

Deadline Date: Friday 4 September 2026

Requirement: Senior Technician (ICT Systems Operations and Maintenance)

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.

Requirements

Skills, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• 3 years minimum experiences in Installation, operation and maintenance of computer systems on local area networks (LAN);
• 3 years minimum experiences in System administration and maintenance of computers running Microsoft Windows 11;
• Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers);
• Service Desk management, including incident and problem processing, change request processing, availability management and user interaction;
• Experience with ticketing system (such as ITSM);
• A+ Fundamentals (Hardware / Software) preferred;
• ITIL foundational certification preferred;
• Must possess good communication skills;
• Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.
• Language requirements: A thorough knowledge of English, both written and spoken, is essential.