3218 Workstation Support Technician

• Desktop Support
• Virtual Machines
• Iterative approach using sprints.

Required Security Clearance: NATO SECRET

SCOPE OF WORK
User Services (USS) is responsible for the maintenance of configurations for fixed and mobile workstations including third party applications at NATO HQ and in all remote offices (e.g. UN). The USS also provides Level 2 support for Work Stations (WSs) and WSs applications, image development for mobile and fixed WSs, software packaging and deployment, application and operating system patch updates and group policy management. They also provide dedicated workstation support to VIPS (e.g. SecGen Private Office, SecGen Residence and special events).

Under the direction and guidance of Section Head, the services provided will be supporting the following activities:

• Provide first and second level support of end‐user ICT assets.
• Maintains implementation of software updates/upgrades, operating system patches to comply with NATO Security Guidelines.
• Conducts equipment testing to and from the supply line, documents serviceability status.
• Perform staging of all end user devices using the Microsoft Configuration Manager system (MCM) and relevant toolsets.
• Perform the enrolment or handout of all staged devices to the end user.
• Investigates and resolves technical issues in a systematic approach.
• Maintains sound knowledge on implemented technologies.

SKILL, KNOWLEDGE & EXPERIENCE
The consultancy support for this service requires following qualifications:

The consultancy support for this service requires a Workstation Support Engineer Support contractor with the following qualifications:

Essential qualifications:

• Higher vocational training in a relevant discipline with 2 years post‐related experience, or a secondary educational qualification with 4 years post‐related experience.
• Have a good knowledge of IT administration tools used in ICT Service Management (e.g. Microsoft Configuration Manager, Active Directory, Microsoft AppV or equivalent (Citrix, VMWare, Dell Thin Device Management and Group Policy Management) (between 3‐5 years of experience).
• Be knowledgeable in recent and current Windows operating systems and common Windows desktop applications, such as MS Office and Adobe (between 3‐5 years of experience).
• Have a good working knowledge of IT hardware and auxiliary computer equipment (between 3‐5 years of experience).
• Have a broad knowledge of computer network technology in a Microsoft Windows environment (minimum of 5 years experience).

Desirable qualifications:

• Microsoft Certified Desktop Support Technician (MCDST) Certification.
• ITIL Certified in Service Operations.
• Prior experience of working in an international environment comprising both military and civilian elements.

This is a deliverables based contract.

This is a condensed version of the job description. A full, detailed job description will be provided during the application process.