Senior Technician (ICT Systems Operations, Administration and Maintenance)

EXPERIENCE AND EDUCATION:

Essential Qualifications/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)

·         Service Desk management, including incident and problem processing, change request processing, availability management and user interaction

·         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

·         A+ Fundamentals (Hardware / Software)

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 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