#NC26ICT188304 - Provision and on-going delivery of IT Help Desk service - Closed
Deadline: May 27, 2026
Requester: NATO
Location: Oeiras, Portugal
Job type: Contractor
Start date: July, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
IT Help Desk Support:
- Provide First and second level support to End users for daily business andbExercises/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.
System Administration:
- 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.
Network Support:
- Assist with troubleshooting and resolving network connectivity issues;
- Coordinate with network teams for configuration or changes affecting Windows clients.
IT Security:
- 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.
Documentation and Reporting:
- 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.
User Training and Support:
- 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
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered;
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Minimum of 3-5 years of experience in supporting IT end users’ devices, hardware and software;
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Proven experience as system administrator, particularly with Windows clients;
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Proficiency in troubleshooting hardware, software, and network issues;
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Knowledge of Active Directory, Group Policy, and Windows Update management;
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Strong communication and interpersonal skills for user support and training;
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Familiarity with IT best practices (ITIL) and tools;
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Experience with IT service management (ITSM) tools;
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Experience with SCCM/Configuration Manager for deployment of: Windows Baseline, Applications and Patches;
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Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent;
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Experience with remote desktop support tools and virtualization environments;
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Working knowledge of ITIL processes and procedures;
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CompTIA Network+ or Security+;
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Strong analytical and problem-solving skills;
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Excellent communication and interpersonal skills;
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Ability to work independently and as part of a team;
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Ability to prioritize tasks and meet deadlines;
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Proficiency in scripting languages (e.g., PowerShell, Bash);
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Knowledge of IT security best practices;
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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)
This position is now closed.
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