NCI Agency (NATO Communications and Information Agency) was looking for a C004300 Technician (Centralized Service Desk) (Brunssum) (NS) - WED 23 Jul

**Deadline Date:** Wednesday 23 July 2025 **Requirement:** Technician (Centralized Service Desk) **Location:** Brunssum, NL **Full Time On-Site:** Yes **Time On-Site:** 100% **Total Scope of the request (hours):** 600 **Required Start Date:** 1 September 2025 **End Contract Date:** 31 December 2025 **Required Security Clearance:** NATO SECRET **Duties and Role:** - Handle end-user support by delivering precise IT Service Desk services, including incident management, problem escalation, remote assistance training, and guidance across NU, NR, and NS networks - Actively monitor the IT Service Desk incident management system, quickly responding to incidents and alerting second-line support during performance issues or downtime - Collect detailed information on trouble tickets to ensure smooth escalation and minimize resolution time - Manage provisioning and maintenance of client software - from standard office tools to specialized NATO custom applications - Provide On-Call level 1 service support, both remotely and on-site - Execute additional responsibilities as needed - Includes night and weekend shift work - Potential underground and secured area assignments - Flexible shift patterns may apply - Up to 4 temporary duty assignments in Belgium annually **Requirements:** - Current active NATO SECRET security clearance - Minimum 1 year recent Service Desk Operations experience - Proven NATO environment familiarity - Proficiency in: - MS Windows 10 installation, maintenance, and troubleshooting - MS Office, Visio, MS Project, web browsers (MS Edge, Firefox) - Outlook configuration, administration, and troubleshooting in MS Exchange - Mobile computing solutions (VPN, notebooks, remote access, WLAN) - ITSM tools like BMC Remedy, JIRA - Strong end-user support background - Exceptional customer service skills - Ability to manage high-pressure, demanding customer interactions - Experience with user administration in MS Active Directory and Exchange