447 Technician (Network Management) Jobs in Norfolk, VA
Enterpryze Consulting Ltd. is Hiring a Technician (Network Management) Near Norfolk, VA
Technician (Network Management)
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· 2 years' experience with IT support and service desk/helpdesk operations
· Knowledge of Microsoft software and services
· Practical experience in PC hardware diagnosing and repair
Desirable Qualifications/Experience:
· 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
DUTIES/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)
Job Summary
Full Time
$71k-89k (estimate)
04/07/2024
06/05/2024
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