C004539 Senior Technician; Centralized Service Desk

McBride, based in McLean, VA, USA, and with offices in Brussels and Bucharest (McBride International), is a Prime Contractor on the NCIA A&A Framework. We are a management and IT consulting firm with significant professional services experience that includes IT transformation, project management, digital transformation, strategic planning, business process improvement, change management, human capital management, systems engineering, and operations. Due to our excellent relationship with NATO and the first‑class, security cleared candidates that we source and supply from all 32 NATO nations, we are extremely privileged to ask you to review this role to assess your suitability of skills.

You will be working as a contractor for our client – NATO Communications & Information Agency (NCIA). NCIA was established on 1 July 2012 from a merger of several NATO entities. It has a 65‑year legacy of supporting NATO operations, missions, and exercises and is on the front lines against cyber threats, protecting NATO's networks 24/7. NCIA provides expertise and services that are critical to NATO's ability to fulfill its core tasks of consultation, collective defence, and crisis management.

Duties:

• Knowledge management
• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Reports on the progress of knowledge management activities.
• Configures and develops knowledge management systems and standards.
• Application support
• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
• System software
• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
• Applies system software parameters to maximise throughput and efficiency.
• Installs and tests new versions of system software.
• Contributes to preparation of software implementation procedures with fallback contingency plans.
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or elevate issues.
• Contributes to creation of support documentation

• Higher vocational training in a relevant discipline with 2 years post‑related experience. Or a secondary educational qualification with 4 years post‑related experience.

• Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer.
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN); experience in demanding customer‑facing roles and in end‑user support in general.
• Extensive experience in performing user administration in MS Active Directory and Exchange.
• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment.
• Competency in call centre tracking tools.
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Strong experience with automating IT tasks and processes and procedures.