Helpdesk Employee (ML)

It is for the benefit of the IT Operations service within the Digitalization and Organization department that the Agency for Agriculture and Fisheries wishes to hire a Service Desk employee.

This IT Operations service is responsible for bringing into production and maintaining the entire IT infrastructure, both in terms of software and hardware.

The tasks of the Service Desk employee are as follows:

• First-line helpdesk support: Ticket registration (creation, completion, dispatching to other teams, priority determination) and ticket resolution for first-line tasks
• Helping to ensure on-call duty
• Installing and managing the users' desktop environment
• Installing and managing PC hardware and peripherals
• IT inventory and stock management
• Configuring and issuing smartphones
• Handling communication with the client side and reporting to the team lead and service manager

Technical competencies:

• The candidates must have at least 60 months of full-time professional experience in ICT, of which at least 48 months as a servicedesk employee
• Demonstrable experience in the use of servicedesk tools (e.g., Omnitracker) and management of a CMDB
• Good and clear communicator by phone
• Demonstrable knowledge of Windows Active Directory: User management, Computer management, DHCP, DNS, DFS, File management, Group policies at the level of users and computers
• Demonstrable knowledge of and experience with management and installations of Windows desktop environments: Windows 11, Office 2016 or newer, PC installations, Adding and removing PC hardware, Windows Deployment Services, SCCM
• Demonstrable experience with management and support of users in a Citrix-based environment and on virtual machines (VMware) - should have
• Demonstrable experience with management of VPN technology such as DirectAccess or Always On VPN - should have
• Demonstrable experience with management of mobile devices in a professional environment (e.g., Mobile Iron or Microsoft Intune) - should have

Personal competencies:

• Willingness to do phone work
• Willingness to travel (driving license B)
• Able to work in an organized manner, taking into account procedures such as ITIL, COBIT, etc.
• Customer-oriented work (towards the users)
• Flexible: flexible working hours
• Willingness to occasionally work weekends and evenings
• Analytical and synthetic thinking skills
• Communication skills and social fluency
• Team spirit and independence
• Degree of motivation for carrying out the assignment