IT Help Desk Service

Duties

• Provide First and second level support to End users for daily business and Exercises/Operations Preparation.
• Manage Incidents, Fulfilment Requests and Changes on the ITSM ticketing system.
• Troubleshoot and resolve hardware, software, and network issues related to Windows clients.
• Document, track, and resolve IT support tickets within the established SLAs.
• Assist users with password resets, account lockouts, and access permissions.
• Provide guidance and training to end-users on IT systems and software.
• Escalate unresolved issues to appropriate support levels.
• Install, configure, and maintain Windows operating systems (e.g., Windows 10, Windows 11) and applications on users’ workstations using the deployment/configuration tools available (e.g SCCM).
• Manage Active Directory accounts, including user creation, group policies, and access control.
• Monitor system performance and troubleshoot performance-related issues.
• Deploy and update patches, security updates, and antivirus definitions.
• Assets management: Maintain an inventory of hardware and software assets.
• Provide support for peripheral devices such as printers, scanners, and mobile devices.
• Provide support to VTC systems.
• Assist with troubleshooting and resolving network connectivity issues.
• Coordinate with network teams for configuration or changes affecting Windows clients.
• Ensure compliance with IT security policies and procedures.
• Conduct regular checks to ensure Windows clients are protected against malware and unauthorized access.
• Assist in responding to and mitigating security incidents involving client systems.
• Create and maintain documentation for standard operating procedures (SOPs), Operating Instructions (SOIs) and troubleshooting guides.
• Provide regular status updates and reports on ongoing IT tasks and projects.
• Conduct training sessions and create materials to help users better utilize IT systems.
• Provide proactive tips and best practices for using Windows-based tools effectively.
• Proper handling of PFE equipment.
• During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser’s IT support organization, delivering on-site IT support services.

Requirement

• Minimum of 3-5 years of experience in supporting IT end users’ devices, hardware and software.
• Proven experience as system administrator, particularly with Windows clients.
• Proficiency in troubleshooting hardware, software, and network issues.
• Knowledge of Active Directory, Group Policy, and Windows Update management.
• Familiarity with IT best practices (ITIL) and tools.
• Experience with IT service management (ITSM) tools.
• Experience with SCCM/Configuration Manager for deployment of: Windows Baseline, Applications and Patches.
• The contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance.
• Qualified and experienced personnel.
• English language proficiency.
• NATO security policy compliance.
• Use of ITSM system mandatory.
• Immediate escalation of blocking issues.
• End-user impact must be minimized.
• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).

Preferences

• Relevant certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator, or equivalent.
• Experience with remote desktop support tools and virtualization environments.
• Working knowledge of ITIL processes and procedures.
• CompTIA Network or Security .