RFQ C004603 - Senior Technician (ICT Systems Operations, Administration and Maintenance)

• 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; and
  
• Executes pro -activeness for all requests assigned to User Support Section.
  

Requirements

• 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; and
  
• A+ Fundamentals (Hardware / Software).
  

• Adheres to work schedule, providing support by engaging directly with the customer; and
  
• Must be able to engage professionally in a multi -National environment working with VIPs.