Duties and Role:

• Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
• Providing superior customer service experience utilising effective communication techniques;
• Install and configure Desktop Services
• Providing initial point of contact for all network users;
• Serving as the Incident Manager overseeing corrective actions for all network incidents;
• Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
• Performing testing and evaluation of supported hardware and software (firmware and drivers);
• Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality;
• Prepare activity reports and craft recommendations for upper management review and approval;
• Directs the creation of documentations and presentation of metrics data critical to network usage and stability
• Ensures Service Desk personnel are properly trained according to the needs of the organization;
• Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents);
• Support team members through collaborative actions to enhance the customer experience;
• Perform corrective actions, under direction of the Section Head, to support Problem Management;
• Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
• At least 3 years recent practical experience within a CIS Service Operations environment;
• At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
• At least 1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
• Good working knowledge of TCP/IP Protocols and Standards
• Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).

Desirable Experience and Education:

• Formal qualification in PC hardware repair and configuration;
• Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
• Knowledge of policy, procedures and organization of NATO CIS
• Working knowledge of ITIL processes and procedures.
• Good working knowledge of ITU-T standards and recommendations.
• Practical experience in diagnosing deficiencies in networks and associated equipment.
• Experience in working in a Service desk environment
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Job Type: Full-time

Pay: $58,000.00 - $67,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Security clearance:

• Secret (Required)

Ability to Relocate:

• Norfolk, VA: Relocate before starting work (Required)

Work Location: In person