ICT Support Technician

spektrum; Norfolk (VA); On-site; USD 48,000 - 72,000; Full time

Job summary

Spektrum is seeking personnel to join our team to support key NATO/NCI Agency projects in Norfolk, VA. The role focuses on delivering Level 1 and 2 support, installing and maintaining CIS assets, and managing tickets in ITSM systems while coordinating with a multinational client base.

Ideal candidates have hands-on LAN, Windows 11 administration, and experience with COTS equipment, with strong communication skills and ITIL/ITSM familiarity. Onsite work with potential travel to other NATO sites.

Qualifications

• Three years minimum experience in installation, operation and maintenance of LAN computer systems.
• Three years minimum experience in system administration and maintenance of computers running Windows 11.
• Experience with installing, operating and maintaining commercial off-the-shelf equipment.
• Service Desk management including incident and problem processing and change requests.
• Experience with ticketing systems (ITSM).
• A+ fundamentals preferred; ITIL foundations preferred.

Responsibilities

• Delivers first call resolution in accordance with SOPs.
• Performs Level 1 forward support for incidents and requests.
• 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 actions in the ticket management system.
• Provides status updates for assigned requests.
• Follows up with users prior to closing tickets.
• Ensures accountability of CIS assets.
• Engages professionally in a multi-national environment with VIPs.

Skills

LAN installation

System administration

Windows 11

COTS equipment maintenance

Service Desk management

ITSM ticketing

A+ Fundamentals

ITIL foundations

Communication skills

Education

A+ Fundamentals

ITIL foundational certification

Tools

ITSM ticketing system

Windows 11 administration tools

Job description

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID - C004914

Role Duties and 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.

Essential Skills, Experience and Certifications

• 3 years minimum experiences in Installation, operation and 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;

Working Location

Norfolk, Virginia, USA

Working Policy

Onsite

Travel

Some travel to other NATO sites may be required

Security Clearance

Valid National or NATO Secret personal security clearance