Senior Technician (ICT Systems Operations and Maintenance)

Senior Technician (ICT Systems Operations 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 Overview

The Senior Technician, for ICT Systems Operations and Maintenance, serves as a frontline technical support professional at CSU Norfolk, providing Level 1 forward support and first call resolution for incidents and service requests in accordance with established Standard Operating Procedures and Technical Assistance Center standards. This role is responsible for installing, maintaining, and accounting for CIS assets and COTS equipment including desktops, laptops, and printers as well as administering and supporting Windows 11 workstations across a local area network environment. The technician documents all support actions and status updates in the approved ticket management system, escalates unresolved incidents to Level 2 support and unresolved complaints or problem management issues to the TAC Cell Head, and follows up with users prior to ticket closure to ensure quality service delivery. Success in this role requires a minimum of three years of hands-on experience in LAN-based computer system installation, operation, and maintenance, along with system administration experience on Windows 11 and familiarity with ITSM or similar ticketing platforms; the candidate must hold an active NATO SECRET security clearance, possess strong written and spoken English communication skills, and be capable of engaging professionally with VIPs in a multi-national environment, including occasional physical tasks such as equipment lifting (up to 25 lbs) and desk installations, with flexibility to support extended hours during exercises. A+ Fundamentals and ITIL Foundational certifications are preferred but not required.

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 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
• During exercises work can shift outside of normal office hours

Required Qualifications:

• The candidate must have a currently active NATO SECRET security clearance
• 3 years minimum experience in Installation, operation and maintenance of computer systems on local area networks (LAN)
• 3 years minimum experience 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)
• Must possess good communication skills
• Some lifting of equipment (up to 25lbs) and physical work (desk installations) might be required
• Language requirements: A thorough knowledge of English, both written and spoken, is essential

Preferred Qualifications:

• A+ Fundamentals (Hardware / Software)
• ITIL Foundational Certification

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 [email protected] 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 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 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.