Senior Technician

Overview:
Systems Planning and Analysis, Inc. (SPA) is a well-established and progressive defense contracting company in the Northern Virginia area just a few miles south of the Pentagon. We are a professional services firm established in 1972 that has a long-standing reputation for unrivaled technical and analytical support to some of the top decision makers in the Federal Sector. We do state of the art work and have a cadre of outstanding professionals on our team.

SPA has an immediate need for a Senior Technician (Service Desk) to provide contracting services to NATO

**Responsibilities**:

- Perform end-user support by providing timely and accurate IT Service Desk services such as incident and request management.
- Provides superior customer service and responsiveness that inspires confidence with the customer.
- Applies advanced problem solving skills and experiences in problem fault resolution.
- Utilises and maintains standard operating procedures, processes and support documentation.
- Establishes strong working relations with customers and team members.
- Validates and assures escalation processes are monitored for SLA compliance.
- Night work on shift or extended working hours.
- If required, work in a shift pattern to provide 24/7 coverage

Qualifications:
**REQUIRED QUALIFICATIONS**
- Minimum 1 year experience in Service Desk Operations within the last 2 years.
- Knowledge of and experience in NATO environment.
- Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox, ).
- Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment.
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
- Usage of ITSM tools such as BMC Remedy, JIRA.
- Experience in end user support in general.
- Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
- Experience in performing user administration in MS Active Directory and Exchange
- National from one of the 30 NATO Nations
- In possession of an active National and/or NATO Secret security clearance