Service Desk Technician

1 week ago

Norfolk, Virginia, United States Spektrum Full time
Job Description

At Spektrum, we have an array of exciting opportunities available in various global locations. Our team is constantly on the lookout for exceptional individuals to join us and contribute to our projects.

Spektrum provides specialized services to top-tier clients such as NATO, UN, EU, and National Government and Defence, supporting them with professional services, aerospace and defence expertise, and more. We are currently seeking dynamic individuals to join our team and assist in key client projects.

About the Company

The NATO Communication and Information Agency (NCIA) plays a crucial role in providing secure and efficient communication and IT services to NATO's member countries and partners. Based in Brussels, Belgium, the agency offers a range of services including cybersecurity, command and control systems, satellite communications, electronic warfare, and information management.

Role Overview

Joining the team in Norfolk, Virginia, USA, the NCI Agency is looking for a Service Desk and Helpdesk Support (Level 1) to contribute to NATO's IT modernization journey, particularly focusing on Microsoft 365 and Intune in the public cloud. This role will involve delivering managed, secure, and reliable End User Services to support NATO's operations.

Responsibilities

  • End-User Device Support:
    • Provide first-level support for various end-user devices such as desktops, laptops, tablets, and smartphones, including devices managed through Intune.
    • Troubleshoot and resolve hardware and software issues efficiently.
  • Microsoft 365 Services Support:
    • Offer assistance for Microsoft 365 services like Outlook, Teams, SharePoint Online, and OneDrive for Business.
    • Guide users on utilizing M365 tools effectively.
  • Remote Assistance:
    • Utilize remote help tools to assist users remotely and ensure clear communication during issue resolution.
  • Password Resets and Account Management:
    • Support users with password resets and account management tasks while adhering to security protocols.
    • Handle intermediate user account activities within Azure AD.
  • Incident Logging and Tracking:
    • Log and track support incidents using the Jira Service Desk ticketing system, ensuring timely resolution.
  • Escalation and Collaboration:
    • Escalate complex issues to Level 2 support and collaborate with teams for effective problem-solving.
  • Knowledge Management and User Education:
    • Contribute to knowledge base management, provide guidance to users, and promote best practices for utilizing devices and M365 services.

Essential Skills and Experience

  • Technical Proficiency:
    • Strong knowledge of end-user devices and Microsoft 365 services.
  • Problem-Solving Skills:
    • Effective troubleshooting abilities for hardware, software, and network issues.
  • Communication Skills:
    • Excellent verbal and written communication skills to interact with users effectively.
  • Customer Service Orientation:
    • Focus on customer satisfaction and empathy towards user concerns.
  • Organizational Skills:
    • Ability to prioritize tasks, manage tickets, and maintain detailed records.
  • Team Collaboration:
    • Work collaboratively with teams, share knowledge, and contribute to effective solutions.
  • Jira Service Desk Proficiency:
    • Experience in using Jira Service Desk for incident management and reporting.
  • Other Skills:
    • Strong customer relationship skills and proficiency in English (French proficiency is an advantage).

Working Location

  • Norfolk, Virginia

Working Policy

  • On-Site with shift work

Travel

  • Occasional travel to other NATO sites may be required

Contract Duration

  • July 2024 – Dec 2024

Security Clearance

  • Valid National or NATO Secret personal security clearance

If this opportunity doesn't align with your current goals, feel free to submit your resume for future suitable openings. Your next career move could be just around the corner

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