RFQ C004643 - Senior Technician (ICT Systems Operations Administration and Maintenance)

• Deliver first call resolution in accordance with Standard Operating Procedures (SOP);
• Perform Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs;
• Escalate incidents to Level 2 support as necessary;
• Install and maintain CIS assets for CSU Norfolk and supported customers;
• Install and maintain Software on LAN workstations;
• Record all actions pertaining to CIS support in the approved ticket management system;
• Adhere to Technical Assistance Center SOP;
• Provide status updates for assigned requests via the approved ticket management system;
• Follow-up with users on completed requests prior to closing associated tickets;
• Contribute to accountability of CIS assets;
• Escalate User Complaint Management and Problem
• Report to TAC Cell Head;
• Execute pro-activeness for all requests assigned to User Support Section; and
• Adhere to work schedule, providing support by engaging directly with the customer.

Requirements

• Experience with the i nstallation, operation and maintenance of computer systems on local area networks (LAN);
• Experience with s ystem administration and maintenance of computers running Microsoft Windows 10;
• Experience with the i nstallation, 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;
• CompTIA A+ Fundamentals (Hardware / Software) certified; and
• Must be able to engage professionally in a multi-National environment working with VIPs.