Helpdesk Administrator

HELPDESK AND ADMINISTRATION
Location:Norfolk, VA, USA (On-site)
Period of Performance:
Base Period: 1 July 2024 - 31 December 2024
Option Period 1: 1 January 2025 - 31 December 2025
Option Period 2: 1 January 2026 - 31 December 2026
Option Period 3: 1 January 2027 - 31 December 2027
Option Period 4: 1 January 2028 - 31 December 2028
Tasking:
Supports the JADL, TRANSNET and e-ITEP system administration and helpdesk operating during normal US office hours (08:00-16:30) Monday to Friday excluding official holidays.
Working from the HQ SACT MS/LT Branch at HQ SACT the sys admins will:

1. Review all new requests for accounts on the JADL, TRANSNET and e-ITEP systems, approving those, which meet the NATO requirements and responding to those, which need further clarification.
2. Support any helpdesk questions received by email or phone.
3. Work with the MS/LT Branch for uploading of courseware, functional testing of SCORM packages, and maintenance of existing content on JADL platform.
4. Support various communities of interest within NATO in customization and maintenance of JADL pages.
5. Work closely with NCIA to ensure the services are available and operational on the NATO networks.
6. Maintain an awareness of any cyber issues that may affect the system delivery or unauthorized access to the system.

1. A minimum of 3 years' experience (within last 6 years) working as an administrator of online Learning Management System.
2. A minimum of 3 year's (within last 6) supporting users with new accounts creation, helpdesk support and general support to remote users on the system.
3. A minimum of 3 years' experience (within last 6) using Learning Management Systems (LMS) and troubleshooting user issues on course access and completion.
4. Experience in helpdesk tracking software and trouble ticket supporting software.
5. Experience in producing reports and metrics from a LMS or by interrogating the database.
6. Experience in cyber issues and protecting the system and network from unauthorised access.
7. Two years of vocational training in computer related science or related subjects in the educational domain.
8. Fluent in English (Written and Oral).
9. NATO SECRET-level security clearance or active SECRET security clearance issued by a national authority.