Would you like to join the leading international intergovernmental organization?
We are seeking a highly motivated and customer-focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this critical frontline role, you will serve as the primary interface for multinational end-users—including senior leadership and VIPs—delivering white-glove technical support within a secure NATO 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 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.
Essential Qualifications & Experience:
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;
Language requirements: A thorough knowledge of English, both written and spoken, is essential.
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.