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Help Desk

2 months ago

Norfolk, United States The M-Bog&M Group Full time
Job DescriptionJob Description

Role Description

HQ SACT (NATO) is seeking personnel to work as Help Desk Support and as a Systems Administrator in Norfolk, VA.

Tasking Objectives

  • Supports the JADL, TRANSNET, and e-ITEP system administration and help desk operating during normal US office hours (08:00-16:30) Monday through Friday excluding official holidays.
  • Working from the HQ SACT MS/LT Branch at HQ SACT the system administrators will:
  • Review all new requests for accounts on the JADL, TRANSNET, and e-ITEP systems, approving those, which meet the NATO requirements and responding to those, which need further clarification;
  • Support any help desk questions received by email or phone;
  • Work with the MS/LT Branch for uploading of courseware, functional testing of courseware packages, and maintenance of existing content on JADL platform;
  • Support various communities of interest within NATO in customization and maintenance of JADL pages;
  • Work closely with NCIA to ensure the services are available and operational on the NATO networks;
  • Maintain an awareness of any cyber issues that may affect the system delivery or unauthorized access to the system.

Essential Qualifications

  • A minimum of 3 years’ experience (within last 6 years) working as an administrator of online Learning Management System and MS SharePoint;
  • A minimum of 3 years’ (within last 6) supporting users with new accounts creation, help desk support and general support to remote users on the system;
  • A minimum of 3 years’ experience (within last 6) using Learning Management Systems (LMS) and troubleshooting user issues on course access and completion;
  • Experience in help desk tracking software and trouble ticket supporting software;
  • Experience in producing reports and metrics from LMS, MS SharePoint, or by interrogating the database;
  • Experience in cyber issues and protecting the system and network from unauthorised access;
  • Two years of vocational training in computer related science or related subjects in the educational domain;
  • Fluent in English (Written and Oral);
  • NATO SECRET level of security clearance or active SECRET security clearance issued by a national authority.