IT Support Technician — First Line, Desktop and LAN for NATO with security clearance

WLG; Norfolk (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

WLG in Norfolk, Virginia seeks a hands-on front-line IT support specialist for on-site duties. You will install and maintain computer systems, manage software on workstations, and handle ticketed requests with precision in a multinational environment.

The role emphasizes first call resolution, timely updates, and escalation when needed, with occasional after-hours support and lifting equipment as required.

Qualifications

• Installation, operation and maintenance of computer systems on LAN.

Responsibilities

• Deliver first call resolution in line with standard operating procedures.
• Provide level one forward support for incidents and requests, escalate to level two when appropriate.
• Install and maintain IT equipment for the unit and customers.
• Install and maintain software on workstations across the local network.
• Record every support action in the approved ticket system and update status.
• Follow up with users on completed requests before closing the ticket.
• Contribute to accountability of IT assets.
• Escalate user issues to cell head and assist on assigned tasks.

Skills

LAN maintenance

Windows 10 admin

IT equipment installation

Ticket systems

A+ fundamentals

English proficiency

Tools

IT ticketing system

Job description

This is front-line user support in a headquarters environment — the desk people ring when something has stopped, and where first call resolution is the measure that matters. It is hands-on: installing and maintaining the equipment as well as answering for it, and doing so professionally in a multinational setting that includes senior staff.

What You Would Be Doing

• Deliver first call resolution in line with the standard operating procedures.
• Provide level one forward support for incidents and request fulfilment, and escalate to level two when that is genuinely the right call.
• Install and maintain IT equipment for the unit and the customers it supports.
• Install and maintain software on workstations across the local network.
• Record every support action in the approved ticket system, and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Contribute to the accountability of IT assets.
• Escalate user complaints and problems to the cell head, and work proactively on everything assigned to the section.

What you would bring

• Installation, operation and maintenance of computer systems on local area networks.
• System administration and maintenance of Windows 10 machines.
• Installation, operation and maintenance of commercial equipment — desktops, laptops, printers.
• Experience with service management ticket systems for incidents, work orders and changes, including keeping users informed of progress.
• A+ level hardware and software fundamentals.
• A thorough knowledge of English, written and spoken.

The work is full time on site in the Norfolk region of Virginia. Some lifting of equipment and physical work such as desk installations may be required, and support to exercises or outside normal working hours is occasionally needed.