Requirement: Senior Technician (ICT Systems Operations and Maintenance)
Location: Norfolk, VA, UNITED STATES
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 48 EUR
Total Scope of the request (hours): 760
Required Start Date: 3 August 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
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.
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.
