Senior Technician (Technical Coordinator)

Senior Technician (Technical Coordinator)

DEFTEC delivers mission critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients and we are driven to provide the most effective solutions to execute their missions operational challenges and requirements. Our dedicated experienced and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

Position Overview

The Senior Technical Service Coordinator serves as a critical liaison between technical operations and end-users providing specialized technical advice incident and problem management support and knowledge management services at CSU Norfolk. This role requires strong ITIL process knowledge technical expertise in ICT systems and excellent customer service skills to ensure seamless service delivery across the NATO enterprise. The position supports availability management maintains knowledge management systems coordinates incident resolution and provides first-line technical support while ensuring all services meet agreed performance targets and service levels. This is a full-time on-site contract position from March 16 2026 through December 31 2026.

Duties and Role

Specialist advice

• Provides detailed and specific advice regarding the application of their specialism to the organisations planning and operations.
• Actively maintains knowledge in one or more identifiable specialisms.
• Recognises and identifies the boundaries of their own specialist knowledge.
• Where appropriate collaborates with other specialists to ensure advice given is appropriate to the organisations needs.

Knowledge management

• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Reports on the progress of knowledge management activities.
• Configures and develops knowledge management systems and standards.

Availability management

• Analyses service and component availability reliability maintainability and serviceability.
• Contributes to the availability management process and its operation.
• Performs defined availability management tasks.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
• Implements arrangements for disaster recovery and documents recovery procedures.
• Conducts testing of recovery procedures.

Incident management

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.

Problem management

• Investigates problems in systems processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

Customer service support

• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved calls as appropriate.
• Maintains records informs users about the process and advises relevant persons of actions taken.

Requirements

• NATO Secret security clearance

Education Experience and Training (essential):

Education:

• Higher vocational training in a relevant discipline with 1 years post related experience. Or a secondary educational qualification with 3 years post-related experience.

Experience:

• At least 1 year of practical experience in supporting the implementation and maintenance of ICT end systems within a large organization.
• Experience configuring hardware and software.
• An understanding of ICT systems and the ability to work independently.

Education Experience and Training (desirable):

Education:

• Higher vocational training in a relevant discipline with 2 years post related experience. Or a secondary educational qualification with 4 years post-related experience.

Experience:

• At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization.
• Extensive experience configuring hardware and software.
• A strong understanding of ICT systems and the ability to work independently to solve problems.
• Practical experience troubleshooting technical issues and providing technical support to end-users.

Technical Skills:

• Incident management (USUP) Level 4
• Problem management (PBMG) Level 3
• Customer service support (CSMG) Level 3
• Specialist advice (TECH) Level 4
• Availability management (AVMT) Level 4
• Knowledge management (KNOW) Level 3

Language Requirements: A thorough knowledge of English both written and spoken is essential.

Special Working Conditions: Physical ability to lift equipment up to 25 lbs. Position requires 100% on-site presence at CSU Norfolk.

DEFTEC offers a comprehensive whole-life benefits package that includes medical dental vision holiday paid time off life insurance short/long-term disability and educational reimbursement. DEFTEC matches 401k contributions dollar for dollar up to 3% of the employees income and an additional $0.50 for every dollar between 4-5% of the employees income. The DEFTEC team comprises professionals who make a difference daily in crucial national security missions. Our leadership knows that this happens by employing a diverse team that is well taken care of. Our employees are our top priority making DEFTEC an ideal place to work.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact if you require reasonable accommodations.

DEFTEC is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana cocaine opioids amphetamines PCP and alcohol when criteria is met as outlined in our policies.

AAP/EEO Statement

DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type on the basis of actual or perceived race color national origin ancestry sex (including pregnancy childbirth breastfeeding and medical conditions related to pregnancy childbirth or breastfeeding) gender gender identity and gender expression religious creed disability (mental and physical) including HIV and AIDS medical condition (cancer and genetic characteristics) genetic information age marital status civil union status sexual orientation military and veteran status denial of family and medical care leave arrest record and/or any other characteristic(s) protected by federal state or local law.

This policy applies to all terms of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence training compensation benefits employee activities and general treatment during employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

C004624

Required Experience:

Senior IC