Senior Technician (Tech Support) (NS) (NATO-NCIA)

Norfolk, Virginia, Sapienza Consulting [AAS-C001236 ]

Field(s) of expertise
Software Engineering Information Technology
Job type

About this job

Sapienza Consulting is recruiting Senior Technician (Tech Support) to join NATO-NCIA, at Norfolk, Virginia, United States


  • 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 LAN workstations
  • Records all actions pertaining to CIS support in approved ticket management system
  • Adheres to Technical Assistance Center SOP
  • Provides status updates for assigned requests via approved ticket management system
  • Follows-up with users on completed requests prior to closing associated tickets
  • Contributes to accountability of CIS assets
  • Escalates User Complaint Management and Problem Management to TAC Cell Head
  • Executes pro-activeness for all requests assigned to User Support Section
  • Adheres to work schedule, providing customer support for TAC via front desk or virtual TAC
  • Must be able to engage professionally in a multi-National environment working with VIPs


  • Required Security Clearance: NATO Secret
  • Installation, operation and maintenance of computer systems on local area networks (LAN)
  • System administration and maintenance of computers running Microsoft Windows 10
  • 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
  • Coordination of appropriate and timely responses, including channelling requests for help to appropriate work centres for resolution, monitoring progress and keeping users apprised of progress
  • A+ Fundamentals (Hardware / Software)


Candidates must be eligible to work in the US

For information on how we process the personal data in your application, please see the Sapienza Privacy Statement here.

For information on how the personal data in your application is processed, please see the Sapienza Consulting Privacy Policy.