Role OverviewDelivers 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.
What You Will Do
Installs and maintains CIS assets for CSU Norfolk and supported customers; records all actions pertaining to CIS support in the approved ticket management system.
Why It Might Be a Fit
Must be able to engage professionally in a multi-National environment working with VIPs; must possess good communication skills.
Requirements
- Currently active NATO SECRET security clearance
- 3 years minimum experience in Installation, operation and maintenance of computer systems on local area networks (LAN)
- 3 years minimum experience 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
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