3292 Help Desk Technician Oeiras

Join to apply for the 3292 Help Desk Technician role at Contact One Communications, Inc.

Security Clearance

Required Security Clearance: NATO SECRET

Scope of Work

Operation of the ALE Help Desk as the primary interface for support requests, incidents, and changes. Support covers end users (students, instructors, course developers, training coordinators, Academy staff) and the Academy Technical Capability (Te
C) Team.

• All requests logged and tracked; written response provided within 30 minutes (resolution or status update with assigned priority and prognosis); shift coverage 07:00-17:00 CET.
• Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability.
• Accounts activated, issues resolved, enrollments and progress supported, certificates generated; ≥95% user satisfaction rate.
• Monthly report submitted on time, including ticket volumes, performance metrics, escalations, and user feedback.
• Actionable recommendations for process or UX improvement based on metrics and feedback.

Essential Qualifications and Experience

• Help Desk / IT Support Experience: Minimum of 5 years in a help desk or technical support role, preferably in environments involving multiple systems (e. g. , LMS, TMS).
• Communication Skills: Excellent written and verbal communication in English, with the ability to explain technical information clearly.
• User Orientation: Strong customer‑service skills, empathy, patience, and ability to manage user expectations in stressful situations.
• Collaboration: Effective teamwork and coordination with multiple stakeholders (end users, TCS, Level 2/3 support teams).
• Documentation: Create and maintain technical documentation, user guides, FAQs, and operational procedures.
• Analytical Skills: Strong problem‑solving and troubleshooting ability, quickly identifying issues and determining efficient resolutions.
• Technical Experience: Minimum of 5 years troubleshooting hardware/software (desktops, laptops, printers, peripherals, Windows, mac
  OS, Linux), basic networking (TCP/IP, DNS, DHCP), Active Directory support, security issue troubleshooting, and Power
  Shell scripting.
• Server Management: Minimum of 5 years administering Windows Server and Linux servers, managing permissions, backups, monitoring performance, virtualization, and virtual environment management.
• Advanced Support Skills: Escalate and manage high‑priority incidents, lead resolution of complex problems, create detailed technical documentation, procedural manuals, and end‑user guides.

Desirable Qualifications and Experience

• Proficiency in diagnostic tools for technical issue troubleshooting.
• Understanding of cybersecurity practices and protocols.
• Experience working with NCI Agency and NCI Academy.
• Experience with Agile implementation methodology.
• Industry certificates in System Administration (e. g. , MCSA, Comp
  TIA Server+), Networking (e. g. , CCNA), Modern Desktop Management (e. g. , MD‑100/MD‑101).
• Experience with ITSM ticketing systems.
• Experience provisioning, configuring, and supporting collaboration meetings (Webex, Microsoft Teams), including room integration and on‑site technical support.
• Leadership and mentoring experience.
• Audio‑Visual equipment support experience for meetings and auditorium events.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); Writing (2) or B2‑C1/Upper Intermediate‑Advanced level.

Employment Information

• Seniority level: Mid‑Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting

Additional Information

Help Desk Technician (Portuguese citizenship is a must)

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