Senior Technician (ICT Systems Operations and Maintenance)

Interim Work Capacity Request No.
C004914


23-JUN-2026

(This is not an order)
Reference to Our Request No.: C004914

Statement of Work
Requirement Title: Senior Technician (ICT Systems Operations and Maintenance)

Requirements Description: - Delivers first call resolution in accordance with Standard
Duties & Role: 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 workstations;
- Records all actions pertaining to CIS support in the approved
ticket management system;
- Adheres to Technical Assistance Center Standards of Work;
- 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 Complaints and Problem Management issues 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.
Requirements Description: - 3 years minimum experiences in Installation, operation and
Skill, Knowledge & Experience: maintenance of computer systems on local area networks (LAN);
- 3 years minimum experiences in System administration and
maintenance of computers running Microsoft Windows 11;
- 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;
- Experience with ticketing system (such as ITSM);
- A+ Fundamentals (Hardware / Software) preferred;
- ITIL foundational certification preferred;
- Must possess good communication skills;
Equivalent NATO Grade: G10
IWC Work Location: Norfolk, VA, US
Full time on-site: Yes
Duration of the requirement
,Required Start Date: 03-AUG-2026
End Contract Date: 31-DEC-2026
Total Scope of the request (hours): 760
Specific Working Conditions: - Office environment: Local Norfolk Region, VA, United States.
Some lifting of equipment (up to 25lbs) and physical work (desk
installations) might be required.
- During exercises work can shift outside of normal office hours.
- Language requirements: A thorough knowledge of English, both
written and spoken, is essential.
Required Security Clearance: NATO Secret