IT Service Desk Technician REACH

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Relevant Service Desk 1st level support experience is a must

·         Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience

·         Extensive knowledge of Microsoft desktop applications and OS

·         Extensive knowledge of Service Desk ticketing tools (BMC Remedy)

·         Extensive knowledge of VPN software and VPN troubleshooting

·         Minimal Mobile Device Management (MDM) knowledge required

·         Language Skills – NATO HQ official languages are English and French. Required is:

ü  A thorough knowledge of English. Most of the NCI Agency work is conducted in English

ü  Knowledge of French is considered an asset

DUTIES/ROLE: 

·         First Contact Resolution (1st line resolution)

·         Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):

ü  Laptops: VPN connectivity, Microsoft products, Business Applications

ü  Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices

ü  User Access Management

·         Staging laptops and enrolment for new users / lifecycle replacement

·         Management of Service Management tickets

ü  Incident Management

ü  Service Request Management

·         Coordinates and conducts work to meet quality targets

·         Able to work with limited supervision

·         Perform other duties as may be required