Would you like to join the leading international intergovernmental organization?

The Senior Technician is responsible for delivering first-call resolution and proactive support for ICT systems, infrastructure, and assets within CSU Norfolk and supported clients. The role involves handling Level 1 support activities, maintaining hardware and software, and ensuring high levels of customer satisfaction in a multi-national, VIP environment.

Responsibilities:

• 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

• Management 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.

Essential Qualifications & Experience:

• 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);

• Service Desk management, including incident and problem processing, change request processing, availability management and user interaction;

• Coordination of appropriate and timely responses, including channeling requests for help to appropriate work centers for resolution, monitoring progress and keeping users apprised of progress;

• A+ Fundamentals (Hardware / Software).

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.