Would you like to join the leading international intergovernmental organization?

We are seeking a dedicated and customer-focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this frontline role, you will be the face of IT support, providing critical Level 1 and Level 2 technical assistance to a diverse, multinational customer base, including high-profile VIPs. You will be responsible for ensuring the smooth operation of computer systems, resolving incidents efficiently, and maintaining a high standard of customer service in a dynamic 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 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

• Reports 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.

Required qualifications and 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);

• Experience with ITSM ticket systems to track and close incidents, request fulfilment (workorders) and changes, monitoring progress and keeping users apprised of progress;

• A+ Fundamentals (Hardware / Software).

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.