Senior Technician (ICT Operations and Maintenance, VIP Support) for NATO with security clearance

Wlgroup; Norfolk (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

Wlgroup in Norfolk, VA is seeking a full-time front-line IT support specialist to deliver first call resolution, install and maintain IT equipment, and support users in a multinational setting.

You will handle level one incidents, manage assets, document actions in the ticket system, and escalate when needed; on-site duties include PCs, printers, and software on workstations. Some after-hours support may be required.

Qualifications

• Provide first call resolution following standard operating procedures.
• Handle level one incidents and requests, escalating when appropriate.
• Install, configure, and maintain IT hardware and software across the local network.
• Maintain accurate records of actions in the ticket system and keep users informed.

Responsibilities

• Deliver first call resolution per SOPs.
• Provide level one support for incidents and requests, escalate to level two when necessary.
• Install and maintain IT equipment for the unit and customers.
• Install and maintain software on workstations across the local network.
• Record every action in the ticket system and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Assist with IT asset accountability and lifecycle.
• Escalate issues to the cell head and support assigned tasks.

Skills

First call resolution

L2 escalation familiarity

Windows 10 administration

LAN installation & maintenance

IT asset management

English fluency

Education

A+ certification

Tools

Ticketing system experience

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 elevate 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.