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.