Senior Technician (ICT Systems Operations and Maintenance)

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

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