Service Desk Engineer (L1/L2 Support) for NATO with security clearance

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.

Essential Qualifications & Experience

• 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;
• Language requirements: A thorough knowledge of English, both written and spoken, is essential.