3602 Service Desk Technician (REACH)

• Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to): Laptops: VPN connectivity, Microsoft products, Business.
• Applications; Mobile devices (phones & tables): MDM platforms, work environment applications, enrollment and configuration of devices; User Access Management.
• Staging laptops and enrollment for new users / lifecycle replacement.
• Management of Service Management tickets: Incident Management; Service Request Management.
• Coordinates and conducts work to meet quality targets.
• Able to work with limited supervision.
• Perform other duties as may be required.

Do you have experience in VPN?, * The candidate must have a currently active NATO SECRET security clearance.

• Relevant Service Desk 1st level support experience is a must.
• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience.
• Extensive knowledge of Microsoft desktop applications and OS.
• Extensive knowledge of Service Desk ticketing tools (BMC Remedy).
• Extensive knowledge of VPN software and VPN troubleshooting.
• Minimal Mobile Device Management (MDM) knowledge required.
• Language Skills - NATO HQ official languages are English and French. Required is a thorough knowledge of English. Most of the NCI Agency work is conducted in English. Knowledge of French is considered an asset.

Competencies or Personal Attributes:

• Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
• Communication Skills - Good diplomacy and tact.