Technician (Network Management)
2 weeks ago
Technician (Network Management)
- Working Location: Norfolk, VA, USA
- Security Clearance: NATO Secret
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
•Higher Secondary education and intermediate vocational training which might lead to a formal qualification with 2 years' experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 4 years post related experience
•2+ years' experience with IT support and service desk/helpdesk operations
•Knowledge of Microsoft software and services
•Practical experience in PC hardware diagnosing and repair
Desirable Qualifications/Experience:
•Knowledge of current operating systems and office automation software (Microsoft)
•Understanding of ITIL framework
•Trained or Certified Security+
•Trained or Certified CompTIA A+ or similar training for computer repair
•Trained or Certified CompTIA Network+ or similar training for network fundamentals
•Previous experience supporting NATO Enterprise CIS
•Knowledge of NATO responsibilities and organization, including the NATO Command Structure and ACO & ACT
DUTIES/ROLE:
•Acts as a single point of contact for end users who need assistance with incidents and service requests
•Delivers first call resolution in accordance with Standard Operating Procedures (SOP)
•Handles level 0-1 incidents (Touch Services) and request fulfilment in accordance with applicable SOPs
•Escalates incidents and service requests to Level 2 support as necessary
•Install, configure, maintain and troubleshoot end user hardware and peripherals
•Install, configure, and troubleshoot end user software to include desktops and thin clients (virtual devices)
•Install, configure, maintain and troubleshoot mobile devices including laptops, tablets and smartphones utilizing Wi-Fi technologies
•Follows EMSEC and Cyber Security policies/standards
•Provides status updates for assigned requests in the ITSM Service Desk Software
•Follows-up with users on completed requests prior to closing
•Contributes to accountability of CIS assets
•Escalates User Complaint Management and Problem Management to TAC lead
•Executes pro-activeness for all requests assigned to user support group in ITSM
•Contributes to Incident Management and Request Fulfilment service improvement
•Contributes to change management and problem management
•Controls magnetic media in accordance with security and configuration control procedures
•Adheres to work schedule, providing customer support for TAC front desk
•Logs and tracks hours via Time Accounting System (TAS)
•Responsible to act as on-call Duty phone liaison during off-hours as assigned and coordinate ticket escalation (according to SOP)
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