3292 Help Desk Technician

Required Security Clearance: NATO SECRETSCOPE OF WORKOperation of the ALE Help DeskThe Contractor shall operate the ALE Help Desk as the primary interface for support requests, incidents, and changes. Support shall cover both end users (students, instructors, course developers, training coordinators, Academy staff) and the Academy Technical Capability (TeC) Team.All requests, regardless of channel (ticketing system, e-mail, IM, telephone, in-person), shall be logged and tracked consistently in the ALE ticketing system.The Following Activities And Tasks To Be ExecutedOperation of ALE Help Desk: All requests logged and tracked; written response provided within 30 minutes (either resolution or status update with assigned priority and prognosis); shift coverage maintained 07:00-17:00 CET.Ticket Escalation and Management: Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability.User Account and Course Support: Accounts activated, issues resolved, enrolments and progress supported, certificates generated; ≥95% user satisfaction rate.Monthly Report: Report submitted on time; includes ticket volumes, performance metrics, escalations, and user feedback.Improvement Proposals: Actionable recommendations for process or UX improvement based on metrics and feedback.SKILL, KNOWLEDGE & EXPERIENCEEssential Qualifications And ExperienceThis contract requires the services of a help desk operator with the following qualifications and experience:Help Desk / IT Support Experience: Minimum of 5 years experience in a help desk or technical support role, preferably in environments involving multiple systems (e.g., LMS, TMS, or equivalent).Communication Skills: Excellent written and verbal communication in English, with the ability to explain technical information clearly and in a user-friendly manner.User Orientation: Strong customer-service skills, including empathy, patience, and the ability to manage user expectations in stressful situations.Collaboration: Demonstrated ability to work effectively in a team environment and coordinate with multiple stakeholders (end users, TCS, Level 2/3 support teams).Documentation: Ability to create and maintain technical documentation, user guides, FAQs, and operational procedures.Analytical Skills: Strong problem-solving and troubleshooting ability, with the capacity to quickly identify issues and determine the most efficient resolution.Solid Technical Experience: Minimum of 5 years experience for the following points: Solid experience in hardware and software troubleshooting (desktops, laptops, printers, peripherals, and operating systems like Windows, macOS, and Linux). In-depth knowledge of basic networking (TCP/IP, DNS, DHCP) and experience in resolving network connectivity issues. Experience in the administration and support of Active Directory or similar directory services. Ability to diagnose and resolve information security-related issues (e.g., malware detection, and software vulnerabilities). Experience with PowerShell scripting to automate routine tasks, manage system configurations, and perform advanced troubleshooting.System and Server Management: Minimum of 5 years experience in the administration of Windows Server and Linux servers, including managing permissions, backups, and monitoring performance. Knowledge of virtualization and minimum 5 years experience managing virtual environments.Advanced Support Skills: Ability to escalate and manage high-priority incidents, coordinating with higher-level technical teams (Level 2/3) when necessary. Experience in creating detailed technical documentation, procedural manuals, and end-user guides. Proven ability to lead the resolution of complex technical problems from start to finish.Desirable qualifications and experienceThe Following Qualifications And Experience Are Considered An AdvantageProficiency in using diagnostic tools to troubleshoot technical issues.A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data.Knowledge and experience of working with NCI Agency.Knowledge and experience of working with the NCI Academy.Knowledge and experience with agile implementation methodology.In possession of one or more industry certificates in System Administration (e.g., MCSA, CompTIA Server+), Networking (e.g., CCNA), and Modern Desktop Management (e.g., MD-100/MD-101).Experience working with ITSM ticketing system (or similar).Experience in provisioning, configuring and supporting collaboration meetings (Webex, Microsoft Teams etc.), including meeting scheduling and room integration plus on-site technical and rapid troubleshooting to ensure reliable meetings.Leadership and mentoring experience and skills.Audio-Visual equipment support: Experience providing technical support for audio-visual equipment, ensuring smooth operation for meetings and auditorium events. Manage end-to-end AV support, including equipment setup, troubleshooting, and coordination for corporate meetings and large-scale events.Language ProficiencyLevel 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).This is a condensed version of the job description. A full, detailed job description will be provided during the application process.