Technician (Network Management)

Technician (Network Management) Working Location: Norfolk, VA, USA Security Clearance : NATO Secret Language: High proficiency level in English language EXPERIENCE AND EDUCATION: Essential Qualifications/Experience: · 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 · 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)