C004914 Senior Tech - FRI 4 Sep RELAUNCH at Emw — Norfolk

About The Role

> EMW, Inc. · Norfolk, United States · Contract · Posted 2026-08-24

**Workplace:** on_site

**Department:** AAS

**Deadline Date:** Friday 4 September 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:** 21 September 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.

**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.