Senior Technician Admin

Senior Technician Admin


DEFTEC delivers mission critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are 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 Overview


The Senior Technician Administrator provides frontline technical support and ensures smooth operation of CIS assets and software within the CSU Norfolk environment. This role is responsible for delivering first-call resolution, managing incidents and requests, and maintaining compliance with Standard Operating Procedures (SOPs). The position requires strong technical expertise, proactive problem-solving, and professional engagement in a multi-national setting, including interaction with VIPs.


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Key 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.

Required Qualifications:

• The candidate must have a currently active NATO SECRET security 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);


• 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).


• 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, life insurance, short/long-term disability, and educational reimbursement. DEFTEC matches 401k contributions dollar for dollar up to 3% of the employee's income and an additional $0.50 for every dollar between 4-5% of the employee's income. 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 taken care of. Our employees are our top priority, making DEFTEC an ideal place to work.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact HR@deftec.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 is met as outlined in our policies.


AAP/EEO Statement


DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any typeon the basis of actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeedingand 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 includingrecruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities and general treatment during employment.


Other Duties


Please note this job description is not designed to cover or contain a comprehensive listing of 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.