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Information Technology Support Engineer

3 months ago

Norfolk, United States CorpGlobal Consulting Full time

2024-0132, L1 Support for Service Desk and Helpdesk

Location: Norfolk, Virginia

Duties

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the following activities will be supported:

End-User Device Support:

  • Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
  • Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.

Microsoft 365 Services Support:

  • Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
  • Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.

Remote Assistance:

  • Use remote help tools to provide support and troubleshooting for remote users.
  • Guide users through problem-solving processes remotely, ensuring clear communication and resolution.

Password Resets and Account Management:

  • Assist users with password resets and account unlocks in accordance with security protocols.
  • Manage intermediate user account tasks in Azure AD, including updating user information and permissions.

Incident Logging and Tracking:

  • Log and track support incidents using the helpdesk ticketing system.
  • Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

Escalation:

  • Escalate complex issues to Level 2 support or appropriate teams when necessary.
  • Follow up on escalated issues to ensure timely resolution and user satisfaction.

Knowledge Base Management:

  • Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
  • Share knowledge and best practices with team members to improve overall service quality.

User Education:

  • Provide users with guidance and training on best practices for using end-user devices and M365 services.
  • Promote self-service tools and resources to empower users and reduce support requests.

Performance Monitoring:

  • Monitor support metrics and KPIs to ensure high-quality service delivery.
  • Participate in regular reviews to identify areas for improvement and implement corrective actions.

Automation and Efficiency:

  • Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks.
  • Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency.
  • Identify opportunities to enhance efficiency through automation and proactively implement solutions.

Communication and Collaboration:

  • Communicate effectively with users to understand their issues and provide clear instructions.
  • Collaborate with IT teams to resolve issues and improve service delivery.
  • We envision the above activities to be delivered by one Service Desk and Helpdesk Technician (L1 Support) that will be part of a team providing Technical Level 1 support and overall M365 End User Device support to approximately 1400 users within one of NATO’s Strategic Commands.
  • The contractor will support in-person and on-call during core working hours (0800 – 1200 and 1300 - 1700).
  • The measurement of execution for this work is sprints, with each sprint being planned for a duration of 1 week.

Requirements

  • The consultancy support for this work requires an experienced Service Desk and Helpdesk Technician (L1 Support) with the following qualifications:

Technical Proficiency:

  • Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
  • Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.

Problem-Solving Skills:

  • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
  • Ability to guide users through problem-solving steps effectively.

Automation Skills:

  • Experience with PowerShell scripting to automate routine support tasks.
  • Proficiency in using Power Automate to create workflows and automate repetitive processes.
  • Ability to identify and implement automation opportunities to enhance efficiency.

Communication and Interpersonal Skills:

  • Excellent verbal and written communication skills.
  • Full proficiency in English.
  • Ability to communicate technical information to non-technical users in a clear and concise manner.

Customer Service Orientation:

  • Strong customer service focus with a commitment to user satisfaction.
  • Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

  • Ability to manage multiple support tickets and prioritize tasks effectively.
  • Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration:

  • Ability to work effectively as part of a team and share knowledge and resources.
  • Willingness to collaborate with colleagues to solve complex issues.

Others:

  • The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
  • Full proficiency in the English language. French language proficiency is of advantage
  • The candidate must have the nationality of one of the NATO nations.
  • The candidate must possess a NATO Se#cret Se#curity Clearance or national equivalent.


Lowest Price Technically Compliant

Remarks

NATO SECRET/DOD Clearance

Security clearance

A security clearance is required