SC2024-003386 User Experience Support (NS) - MON 19 Feb

Deadline Date:  Monday 19 February 2024

Requirement: User Experience Support

Location: Norfolk, VA, US      

Full time on-site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 1 April 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Section Head and Team Leader, the incumbent will perform duties such as the following:

• Be the primary point of contact for users seeking technical assistance who go to IT Kiosk or over the phone / email
• Perform presential or remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the user through the problem-solving process
• Training users in best practices
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
• Installation of approved applications, as required
• Ensure baseline compliance (e.g. the clients meet the minimum baseline applications as defined)
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the Ticketing Tool.
• Follow-up and update users status and information.
• Support to Incident Management and Request Fulfilment activities whenever Level 1 support (or upper Levels) and emergency on-site assistance is required, to guarantee the compliance with defined SLAs and ensure that the services remain operational on the state-of-art established and agreed.
• Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
• Actively participate and support Continuous Service Improvement (CSI) for assigned services (ex: identify and suggest possible improvements on technical procedures and user guidance).
• Pass on any feedback or suggestions by users to the appropriate internal channels
• Identify and suggest possible improvements on procedures
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.

Travel:

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices;

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

Professional Contacts:

The incumbent is responsible for promoting and maintaining professional relations with co-workers within the Organizational Element and in the Agency, and on occasion with staff in other NATO organizations and with contacts from external bodies.

Supervisory/Guidance Duties:

The incumbent may be required to give professional assistance to his/her colleagues.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years post-related experience.
• Prove experience of at least two (2) years as Help Desk Technician or as IT Kiosk Technician
• High working knowledge in configuring end-user devices [i.e. MS Office packages, email client, computer drivers, workstations, laptops, tablets, smartphones (preferably iPhones) and external devices];
• Good troubleshooting skills in LAN / WAN and client / server environments;
• Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions);
• Working knowledge of directory services such as Active Directory;
• High knowledge of TCP/IP based networks and related protocols;
• Experience in Incident, Request Fulfilment and Problem Management;
• Experience in usage of Tickets management tools (for instance ITSM);
• At least one intermediate Microsoft certification from the