Job Offer

ICT User Support Officer

Application Open Date: 
13/07/2020 - 12:15
Deadline Date: 
05/08/2020 - 11:59
Type of Contract: 
Contract staff
JOB Description: 
The ICT User Support Officer will provide support to users and administer ICT systems. He/ she will report to the ICT Helpdesk Team Leader or his assignee. The ICT User support officer main tasks and responsibilities will include: Support users of GSA ICT Services, in particular on systems processing EU classified information, including: Assist users in a professional and efficient way in order to solve incidents and service requests (following ITIL best practices); Conduct correct identification, logging and categorization of issues, escalating to other ICT groups as necessary; Supervise the ICT support portal queue, making sure all tickets are assigned and logged properly. Administration of GSA ICT systems on basic administration level (up to level of SECRET EU), including: Administration of Active Directory services; Administration of File&Print services; Administration of Intranet services (SharePoint); Administration of E-mail services (Exchange); Support and maintenance of ICT Videoconferencing infrastructure; Provision and support of restricted ICT systems as instructed by Security and Operations teams; Standalone computers and mobile devices. Full processing of ICT onboarding/offboarding of new users, including account management (accurate attributes, handover sheets, proper permissions granted, etc.) and set up and removal of ICT equipment; Management of GSA ICT classified and unclassified assets (hardware and software), including physical reception, storage, assignation and tracking; Management of ICT Videoconferencing infrastructure, including room maintenance and support to end users; Acting as Queue Manager of tickets opened on the Support Portal, ensuring all tickets are properly handled, processed and distributed amongst the team; Proactive involvement in overall digital transformation of ICT infrastructure as subject matter expert; Participation in complex ICT projects related to newly build data centres and cloud migration with focus on automation and simplification of user support; Management of DIGIT contracts and preparation and review of GSA specific contracts; Contribution to the preparation of tenders and contracts specifications by providing technical advice; Ensuring the maintenance, development and provision of the system documentation, including end user documentation and training to GSA users; Participation in hand over activities of newly procured or developed software or system to production environment as instructed; Participation and support in ICT projects as requested by ICT Team Leaders or Head of ICT; Keeping up with the latest ICT technologies and best practices in order to actively contribute to the continued ICT modernisation and continuous development and improvement of the systems; Participation in selection and evaluation of outside specialists and sub-contractors, if needed.
Reference ID: 
Vacancy Type: 
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