2024-0111 Service Desk and Helpdesk Support (NS) - FRI 7 Jun

Deadline Date: Friday 7 June 2024

Requirement: Service Desk and Helpdesk Support (Level 1), Cloud Operations Team

Location: Norfolk, VA, US

Required Start Date: Tentative 1 July 2024

End Contract Date: 15 October 2024

Required Security Clearance: NATO SECRET

Note: For all Level-of-Effort and Completion-Type requests processed outside of the IWC Value Stream, and for which the contractor will not be reimbursed directly by OCIO for travel expenses, additional travel funding shall be allocated on a Not-to-exceed basis when the yearly Option is exercised.

1 INTRODUCTION

Based in Norfolk, Virginia, USA the NCI Agency is looking for Service Desk and Helpdesk Support (Level 1) in the journey to support NATO’s modernisation of IT services, leveraging the public cloud (Microsoft 365 and Intune), to deliver managed, protected and reliable End User Services.

Supreme Allied Commander Transformation (SACT) Norfolk:

SACT Norfolk is dedicated to transforming and modernizing NATO's military capabilities to address evolving security challenges. This command leads NATO's efforts in innovation, capability development, and strategic transformation, ensuring the alliance's operational readiness and effectiveness.

Joint Force Command (JFC) Norfolk:

JFC Norfolk is responsible for ensuring the security of the North Atlantic and coordinating joint military operations across the region. This command plays a crucial role in maintaining transatlantic security and readiness by planning and executing joint and combined operations to protect NATO's interests.

NCI Agency – Cloud Centre of Excellence (CCoE)

The NCI Agency is dedicated to providing advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies.

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking Service Desk and Helpdesk Support (Level 1) as part of our Cloud Operations support team. The service will provide Level 1 support for end-user devices and Microsoft 365 services, including remote assistance, password resets, and troubleshooting M365 tools. The service requires delivering prompt technical support to ensure user satisfaction and operational efficiency, supporting an internal Service Desk Management environment.

The service includes support for end-user devices running Windows OS and Apple devices managed through Intune, troubleshooting hardware and software issues, and supporting Microsoft 365 services (Outlook, Teams, SharePoint Online, OneDrive for Business).