# C004651 IT Service Desk Technician (NS) - MON 18 May SOLE SOURCE

**Company:** [EMW, Inc.](http://jobs.workable.com/companies/rxTcVwBJTwXzUuxD5bzFUW.md)
**Location:** Brussels, Belgium
**Workplace:** on site
**Employment type:** Contract
**Department:** AAS

[Apply for this job](http://jobs.workable.com/view/9f5da08c-0633-4209-bf15-cc98a483e253)

## Description

**NOTE: This is a sole source replacement.**

**Deadline Date:** Monday 18 May 2026 (originally Wednesday 18 May 2026)

**Requirement:** IT Service Desk Technician

**Location:** Brussels, BE

**Full Time On-Site:** Yes

**Time On-Site:** 100%

**Total Scope of the request (hours):** 418

**Required Start Date:** As Soon As Possible

**End Contract Date:** 31 December 2026

**Required Security Clearance:** NATO SECRET

**Duties & Role:**

-   First Contact Resolution (1st line resolution)
-   Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to): Laptops: VPN connectivity, Microsoft products, Business
-   Applications; Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM; User Access Management
-   Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination
-   IT Asset Management: Keep asset management systems up to date
-   Knowledge Management: Create, maintain and utilise SOP, processes and support documentation
-   Able to work with limited supervision
-   Perform other duties as may be required

## Requirements

**Skill, Knowledge & Experience:**

-   The candidate must have a currently active NATO SECRET security clearance
-   Relevant Service Desk 1st level support experience is a must
-   Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
-   Extensive knowledge of Microsoft desktop applications, Office and OS
-   Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
-   Extensive knowledge of VPN software and VPN troubleshooting
-   Minimal Mobile Device Management (MDM) knowledge required
-   Language Skills – NATO HQ official languages are English and French. Both are required:
-   A thorough knowledge of English, both written and spoken
-   A good working knowledge of French (spoken)

Competencies or Personal Attributes:

-   Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others
-   Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
-   Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
-   Communication Skills – Good diplomacy and tact