IT Service Desk Technician

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Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. Who we are supporting The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. The NCIA provides a wide range of services, including: Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces. Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers. Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. Role ID - 2024-0129 Role Background IT Service Kiosk serves as dedicated point of contact for users to receive and handover their IT equipment, receive hands-on technical assistance, troubleshoot hardware and software issues, and ensure the smooth operation of the client IT systems. The goal is to improve user satisfaction, reduce support response times, and enhance overall IT service delivery towards the end users. During performance of the contract, the Contractor will act as part of the Purchaser's IT support organization fulfilling on-site IT support function. Role Duties and Responsibilities Circa 500 users, using ca. 700 Windows laptops, workstations and thin clients and ca. 100 iOS/iPadOS based smartphones and tablets. Managed Windows laptops and workstations - including operating system, basic productivity software (Microsoft Office, Adobe Reader), network Wi-Fi connectivity and remote connectivity software (VPN and identity middleware). Client-facing print/scan/copy issues. iOS-based smartphones and iPadOS-based tablets with limited number of line of business applications. Deliverables Incident Management Logging, updating and tracking IT issues reported by users in the Purchaser's IT Service Management (ITSM) ticketing system. Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser's toolsets and IT systems. Providing resolutions or escalating issues to higher level of support if necessary. Note: While troubleshooting to identify faults in hardware, hardware repairs and upgrades are explicitly out of scope of the IT Service Kiosk services. Service Request Management Processing requests for new hardware (e.g. laptops, smartphones, monitors, peripherals, encrypted USB keys, etc.) and software. Processing requests for replacement of hardware (e.g. laptops, smartphones, monitors, peripherals, encrypted USB keys, etc.). Technical Support And Assistance Providing on-the-spot assistance with IT-related queries and issues. Assisting with setup and configuration of personal devices (e.g. laptops, smartphones). Image the laptops and workstations with baselines provided by the Purchaser. Reset to factory default smartphones and tablets. Asset Management Issuing and receiving IT assets such as laptops,

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