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Norfolk, VA, USA | 85000-92000 per year | Full Time

Technical Control Officer

DEFTEC strengthens national security by delivering expert solutions to complex customer environments. As a woman-owned small business, we support critical missions across the Department of Defense and civilian agencies with mission-critical products and services. Our team brings invaluable depth, experience, and focus to every engagement-enabling our clients to advance and innovate their missions.

POSITION OVERVIEW

The Technical Control Officer (NATO SECRET clearance required) provides expert technical guidance for NATO's ICT infrastructure and service operations in Norfolk, VA. This 100% on-site role spans cyber security, system engineering, availability/incident management, and customer support-leading the design, implementation, and maintenance of ICT services aligned with NATO standards.

Key responsibilities include managing disaster recovery plans, supporting service agreements, and serving as technical lead on projects. The officer collaborates across internal teams and external stakeholders to ensure efficient service delivery, contributes to budget planning, and maintains high-level infrastructure documentation. Strong foundation in ITIL processes required, with technical certifications (CCNP, MCSE, CISSP) and PRINCE2® Foundation highly valued

Duties & Role:

Specialist advice

+ Provides detailed and specific advice regarding the application of their specialism to the organization's planning and operations.

+ Actively maintains knowledge in one or more identifiable specialisms.

+ Recognizes and identifies the boundaries of their own specialist knowledge.

+ Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organization's 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

+ Ensures that incidents are handled according to agreed procedures.

+ Prioritizes and diagnoses incidents.

+ Investigates causes of incidents and seeks resolution.

+ Escalates unresolved incidents.

+ Facilitates recovery, following resolution of incidents.

+ Documents and closes resolved incidents.

+ Contributes to testing and improving incident management procedures.

Problem management

+ Investigates problems in systems, processes and services.

+ Assists with the implementation of agreed remedies and preventative measures.

Customer service support

+ Acts as the routine contact point, receiving and handling requests for support.

+ Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

+ Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

+ Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

+ Contributes to creation of support documentation.

Additional duties for this post:

+ Supports Service Operations Branch Head in managing SOB resources and activities to ensure the effective and efficient development and execution of service agreements for local budget, acquisition activities and asset management;

+ Provides technical guidance to CSU with regards to CIS Infrastructure, Cyber Security, Core, FAS and COI services design and service provisioning;

+ Provides technical advice to CSU on ICT services design and engineering for the projects and customer requests Act as the Technical lead of locally and centrally managed projects to ensure their implementation in coordination with the project team;

+ Provides up-to-date High Level Designs and diagrams for the local ICT infrastructure showing system interconnections and interdependencies; Follow the ITIL Problem Management process, and contribute to Incident Management, Change Management and Continuous Service Improvement;

+ Develop and maintain Disaster Response Plans (DRPs) for assigned systems. Test and execute these plans in accordance with the overarching CSU DRP;

+ Support annual budget development and contribute to budget execution;

+ Maintain close liaison with other technicians and engineers throughout the CSU, other CSUs, Functional and Business Areas to promote efficient operation of services;

+ Deputize for higher grade staff, if required; Perform other duties as may be required

Requirements

Skill, Knowledge & Experience:

+ The candidate must have a currently active NATO SECRET security clearance

+ A minimum requirement of a Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related 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.

+ Management experience in a medium CIS service organization while involve in the planning of service levels, customer relations and KPIs;

+ Managing the cyber security policies of assigned systems including implementation of system hardening and patch management;

+ General knowledge of networking technologies, system administration, cyber security, IT architecture and system engineering, WLAN technologies and CIS mobility devices and Cloud Computing;

+ Experience with incident handling, problem resolution, continuous process improvement;

+ Experience conducting risk assessments;

+ Experience in mid-level staff function in a national or international defence organization;

+ Training/Certifications:

+ Sound knowledge of ITIL processes and concepts;

+ Technical Certifications (ITIL, CCNP, MCSE, CISSP).

+ PRINCE2® Foundation

Education, Experience and Training (Desirable):

+ Experience working in an international environment comprising both military and civilian elements;

+ Knowledge of NATO responsibilities and organization, including ACO and ACT.

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 also matches 401k contributions dollar for dollar up to 3% of employee's income and an additional $0.50 for every dollar between 4-5% of employee's income. The DEFTEC team is comprised of professionals who make a difference every day in crucial missions related to national security. Our leadership knows that this happens by employing a diverse team who 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 [email protected] 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.