Sr Technician (ICT Systems Ops and Maintenance)

Job Description

Job Description

Sr Technician (ICT Systems Ops and Maintenance)DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by our clients' critical missions and driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.Position OverviewThe Senior Technician (ICT Systems Ops and Maintenance) provides frontline technical support within the Technical Assistance Center (TAC), delivering first call resolution and Level 1 support for incidents and service requests in accordance with established Standard Operating Procedures. Reporting to the TAC Cell Head, this role is responsible for the installation, configuration, and maintenance of Communications and Information Systems (CIS) assets and software on LAN workstations for CSU Norfolk and its supported customers, while accurately documenting all support actions and status updates through the approved ITSM ticket management system. The Senior Technician acts as a proactive, customer-focused point of contact for end users, following up on completed requests, escalating incidents to Level 2 support and management as needed, and contributing to the overall accountability of CIS assets.Success in this role requires strong technical proficiency in Windows 10 system administration and COTS equipment support, sound judgment in a fast-paced service environment, and the professionalism to engage effectively with a diverse, multi-national user base that includes senior leaders and VIPs. The position may require support outside normal working hours, participation in exercises, and light physical work such as equipment lifting (up to 25 lbs) and desk-side installations. This role requires a currently active NATO SECRET security clearance and a thorough command of written and spoken English.Job 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 ProblemReports 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.Support to exercises and outside normal working hours may be required.Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.Required Qualifications:The candidate must have a currently active NATO SECRET security clearanceInstallation, 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).Language requirements: A thorough knowledge of English, both written and spoken, is essential.DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement. The DEFTEC team comprises professionals who make a difference daily in crucial national security missions. Our leadership knows that this happens by employing a diverse team that is well cared for. Our top priority is our employees, making DEFTEC an ideal workplace. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please get in touch with View email address on ziprecruiter.com if you require reasonable accommodations. DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.AAP/EEO StatementDEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type based on actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law. This policy applies to all terms of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities, and general treatment during employment. OTHER DUTIESPlease note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.