What are the responsibilities and job description for the IT Technician- ICT Systems Operations and Maintenance position at EMW, Inc.?
- 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 LAN workstations;
- Records all actions pertaining to CIS support in the approved ticket management system;
- Adheres to Technical Assistance Center SOP;
- 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 Complaint Management and Problem
- Reports 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;
- Must be able to engage professionally in a multi-National environment working with VIPs.
Requirements:
- NATO/US Secret clearance
Installation, operation and maintenance of computer systems on local area networks (LAN);
- System administration and maintenance of computers running Microsoft Windows 10;
- Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers);
- Experience with ITSM ticket systems to track and close incidents, request fulfilment (workorders) and changes, monitoring progress and keeping users apprised of progress;
- A Fundamentals (Hardware / Software).
Pay: $55,000.00 - $60,000.00 per year
Security clearance:
- Secret (Required)
Work Location: In person
Salary : $55,000 - $60,000