Technician Service Desk
il y a 10 heures
Overview:
Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. As we enter our 50th year in business, we are known for continuous innovation for government customers, both long-established and newly acquired, as our capabilities expand around the globe. Our work is state-of-the-art and made possible only through the best personnel, tools, and jobs in the national security business. We are highly collaborative in spirit and practice, and we freely share expertise across SPA in our quest for enduring solutions to critical concerns. Come work with the best
SPA has an immediate need for a Technician Service Desk to provide contracting services to NATO.
**Responsibilities**:
- Perform end-user support by providing timely and accurate IT Service Desk services such as incident management. Problem escalation, remote assistance training and end-user guidance on NU. NR and NS network
- Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime
- Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
- Perform On-Call level 1 service support either remotely or on site. Performs other duties as may be required.
- The position includes nights and week end shifts
Qualifications:
**Required Qualifications**:
- Minimum 1 year experience in Service Desk Operations within the last 2 years.
- Knowledge of and experience in NATO environment.
- Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox, etc.).
- Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment.
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
- Usage of ITSM tools such as BMC Remedy, JIRA, etc.
- Experience in end-user support in general.
- Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
- Experience in performing user administration in MS Active Directory and Exchange
- National of one of the 30 NATO countries
- In possession of an active National and/or NATO Secret security clearance
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