Duties and Role:

• Acts as a single point of contact for end users who need assistance with incidents and service requests
• Delivers first call resolution in accordance with Standard Operating Procedures (SOP)
• Handles level 0-1 incidents (Touch Services) and request fulfilment in accordance with applicable SOPs
• Escalates incidents and service requests to Level 2 support as necessary
• Install, configure, maintain and troubleshoot end user hardware and peripherals
• Install, configure, and troubleshoot end user software to include desktops and thin clients (virtual devices)
• Install, configure, maintain and troubleshoot mobile devices including laptops, tablets and smartphones utilizing Wi-Fi technologies
• Follows EMSEC and Cyber Security policies/standards
• Provides status updates for assigned requests in the ITSM Service Desk Software
• Follows-up with users on completed requests prior to closing
• Contributes to accountability of CIS assets
• Escalates User Complaint Management and Problem Management to TAC lead
• Executes pro-activeness for all requests assigned to user support group in ITSM
• Contributes to Incident Management and Request Fulfilment service improvement
• Contributes to change management and problem management
• Controls magnetic media in accordance with security and configuration control procedures
• Adheres to work schedule, providing customer support for TAC front desk
• Logs and tracks hours via Time Accounting System (TAS)
• Responsible to act as on-call Duty phone liaison during off-hours as assigned and coordinate ticket escalation (according to SOP)

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• 2 or more years' experience with IT support and service desk/helpdesk operations
• Knowledge of Microsoft software and services
• Practical experience in PC hardware diagnosing and repair
• Higher Secondary education and intermediate vocational training which might lead to a formal qualification with 2 years' experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 4 years post related experience

Desirable Experience and Education:

• Knowledge of current operating systems and office automation software (Microsoft)
• Understanding of ITIL framework
• Trained or Certified Security
• Trained or Certified CompTIA A or similar training for computer repair
• Trained or Certified CompTIA Network or similar training for network fundamentals
• Previous experience supporting NATO Enterprise CIS
• Knowledge of NATO responsibilities and organization, including the NATO Command Structure and ACO & ACT

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per hour

Expected hours: 40 per week

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

Experience:

• IT support: 2 years (Preferred)

Security clearance:

• Secret (Required)

Ability to Relocate:

• Norfolk, VA 23551: Relocate before starting work (Required)

Work Location: In person