# C004914 Senior Technician (ICT Systems Operations and Maint) (NS) - TUE 7 Jul

**Company:** [EMW, Inc.](http://jobs.workable.com/companies/rxTcVwBJTwXzUuxD5bzFUW.md)
**Location:** Norfolk, United States
**Workplace:** on site
**Employment type:** Contract
**Department:** AAS

[Apply for this job](http://jobs.workable.com/view/b601f4f2-fc73-4cdc-8d71-d090afb5e5a9)

## Description

**Deadline Date:** Tuesday 7 July 2026

**Requirement:** Senior Technician (ICT Systems Operations and Maintenance)

**Location:** Norfolk, VA, US

**Full Time On-Site:** Yes

**Time On-Site:** 100%

**Total Scope of the request (hours):** 760

**Required Start Date:** 3 August 2026

**End Contract Date:** 31 December 2026

**Required Security Clearance:** NATO SECRET

**Duties & Role:**  

-   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.

## Requirements

**Skills, Knowledge & Experience:**

-   The candidate must have a currently active NATO SECRET security clearance
-   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;
-   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.