IT Help Desk Technician

Description

Summary: Seeking an IT professional to provide first and second-level end-user support, manage IT systems, and ensure compliance with security policies within a dynamic environment. Highlights: 1. Support critical NATO communication and information technology capabilities 2. Provide advanced cybersecurity solutions and command & control systems 3. Engage with a high-performance workforce on key client projects 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 –** **2026\-0047** **Role Duties and Responsibilities** * Provide First and second level support to End users for daily business and Exercises/Operations Preparation. * Manage Incidents, Fulfilment Requests and Changes on the ITSM ticketing system. * Troubleshoot and resolve hardware, software, and network issues related to Windows clients. * Document, track, and resolve IT support tickets within the established SLAs. * Assist users with password resets, account lockouts, and access permissions. * Provide guidance and training to end\-users on IT systems and software. * Escalate unresolved issues to appropriate support levels * Install, configure, and maintain Windows operating systems (e.g., Windows 10, Windows 11\) and applications on users' workstations using the deployment/configuration tools available (e.g SCCM). * Manage Active Directory accounts, including user creation, group policies, and access control. * Monitor system performance and troubleshoot performance\-related issues. * Deploy and update patches, security updates, and antivirus definitions. * Assets management: Maintain an inventory of hardware and software assets. * Provide support for peripheral devices such as printers, scanners, and mobile devices. * Provide support to VTC systems * Assist with troubleshooting and resolving network connectivity issues. * Coordinate with network teams for configuration or changes affecting Windows clients * Ensure compliance with IT security policies and procedures. * Conduct regular checks to ensure Windows clients are protected against malware and unauthorized access. * Assist in responding to and mitigating security incidents involving client systems. * Create and maintain documentation for standard operating procedures (SOPs), Operating Instructions (SOIs) and troubleshooting guides. * Provide regular status updates and reports on ongoing IT tasks and projects * Conduct training sessions and create materials to help users better utilize IT systems. * Provide proactive tips and best practices for using Windows\-based tools effectively **Essential Skills, Experience and Certifications** * Minimum of 3\-5 years of experience in supporting IT end users' devices, hardware and software. * Proven experience as system administrator, particularly with Windows clients. * Proficiency in troubleshooting hardware, software, and network issues. * Knowledge of Active Directory, Group Policy, and Windows Update management. * Strong communication and interpersonal skills for user support and training. * Familiarity with IT best practices (ITIL) and tools. * Experience with IT service management (ITSM) tools. * Experience with SCCM/Configuration Manager for deployment of: Windows Baseline, Applications and Patches. * Relevant certifications such as CompTIA A\+, Microsoft Certified: Modern Desktop Administrator, or equivalent. * Experience with remote desktop support tools and virtualization environments. * Working knowledge of ITIL processes and procedures * CompTIA Network\+ or Security\+. * Strong analytical and problem\-solving skills. * Excellent communication and interpersonal skills. * Ability to work independently and as part of a team. * Ability to prioritize tasks and meet deadlines. * Proficiency in scripting languages (e.g., PowerShell, Bash). * Knowledge of IT security best practices. **Education** * A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered. **Language Proficiency** * Level 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) **Working Location** * Oeiras, Portugal **Working Policy** * Onsite **Travel** * Some travel to other NATO sites may be required **Security Clearance** * Valid National or NATO Secret personal security clearance We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.