Senior Technician (ICT Systems Ops Admin and Maint.)

Senior Desktop Support Specialist


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 OVERVIEW


The Senior Desktop Support Specialist provides comprehensive IT support services for NATO Command Operations at Joint Force Command Norfolk in Virginia. This mission-critical role directly supports Allied Command Transformation (ACT) and Joint Force Command operations that coordinate multi-national military activities across the Atlantic region. Working in a fast-paced, high-security environment, the specialist ensures system reliability and rapid issue resolution essential to maintaining operational readiness for critical decision-making and coordination between Allied forces.


The position involves direct interaction with military personnel, civilian contractors, and VIP officials from NATO member nations in a multi-cultural environment, requiring exceptional professionalism and cultural awareness. The specialist will provide first-call resolution for IT incidents following established Standard Operating Procedures, deliver Level 1 technical support for hardware and software issues, and manage service requests through approved ITSM ticket management systems. Key responsibilities include installing, configuring, and maintaining desktop/laptop computers, printers, and commercial off-the-shelf equipment, performing Windows 10 system administration and maintenance on LAN workstations, and managing software installations and updates across the network environment.


The role requires escalating complex issues to Level 2 support when appropriate, maintaining accountability of IT assets and equipment inventory, providing regular status updates to users and management, and ensuring proper follow-up with users before ticket closure. Physical requirements include supporting desk installations and equipment setup with lifting capabilities up to 25 pounds.


Duties & Role:

• 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


• Reports 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.


• Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required.

Requirements


Skill, Knowledge & Experience:

• 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);


• 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 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 are 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 typebased on 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 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.


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