Service Desk Technician

About the Role

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with specialist services in aerospace and defence. This role supports the NATO Communication and Information Agency (NCIA), which provides secure and effective communications and IT services to NATO's member countries and partners.

The Assistance and Advisory Service (AAS) program is critical to maintaining the NCI Agency's high-performance workforce, which includes NATO International Civilians (NICs), Military (Mil), and Interim Workforce Consultants (IWCs). This role is part of the NATO Digital Workplace Centre (NDWC), focusing on delivering Personal and Shared Workspace services across all 32 Allied Nations.

Responsibilities

The role encompasses the following work packages (WPs):

WP1 - Initial Roll Out Of User Equipment

• Local logistical support, including removing devices from delivery pallets and placing them into temporary storage.
• Assisting with asset and configuration management activities.
• Deployment of client device baseline provided by the Purchaser.
• Assembly of end-user equipment at the user’s desk into a fully functional work position.
• Configuration, testing, and connection of the device to the network.
• Performing user acceptance tests (e.g., login with a temporary account) and producing a report/checklist for each device.
• Mounting 75 Access Points in the ceiling.

WP2 - Roll Out Of Permanent User Equipment

• Removing user equipment from end users’ desks and moving it to temporary storage or a new working position, including capturing asset details and assisting with device sanitization.
• Installing newly provided user equipment, following the same activities as described in WP1.

WP3 - IT Service Kiosk

• Incident Management:
  • Logging, updating, and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system.
  • Troubleshooting hardware and software issues using the Purchaser’s toolsets and IT systems.
  • Providing resolutions or escalating issues to higher levels of support.
• Technical Support and Assistance:
  • Providing on-the-spot assistance with IT-related queries.
  • Assisting with setup and configuration of personal devices (e.g., laptops, smartphones).
  • Imaging laptops and workstations with baselines provided by the Purchaser.
  • Resetting smartphones and tablets to factory defaults.
  • Assisting with issuance and troubleshooting of smartcards and related certificates.
• Asset Management:
  • Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals.
  • Managing inventory and ensuring assets are properly tracked in the Purchaser’s asset management system.
  • Ensuring local inventory is sufficient to respond to incidents immediately.
  • Taking accountability for assets in inventory and following the Purchaser’s procedures for asset handover and disposal.
• User Education and Training:
  • Providing on-the-spot training and education to users on hardware and software usage, IT policies, and security risk mitigation.
• Network Connectivity and Assistance:
  • Assisting with connecting to corporate networks, Wi-Fi, and VPNs.
  • Troubleshooting network connectivity issues.
  • Providing credentials to visitors for access to a guest Wi-Fi network.
• Feedback and Improvement:
  • Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps.
  • Gathering user feedback on IT services.
  • Analyzing feedback to identify areas for improvement and implementing changes to enhance the user experience.

Requirements

• Knowledgeable and experienced in the tasks and activities described for the service.
• Courteous and professional in dealing with NATO and Purchaser’s staff.
• Ability to follow local procedures to obtain physical unescorted access (including carrying electronic equipment) to the Purchaser’s premises and logical access to the networks in scope.
• Ability to liaise with other Purchaser’s support teams as necessary.
• Proficiency in using the Purchaser’s Information Technology Service Management (ITSM) ticketing system and IT support tools with limited delegated privileges.
• Business-level proficiency in English.
• Valid National or NATO Secret personal security clearance.

Schedule

On-site role based in Norfolk, VA, USA. Some travel to other NATO sites may be required.