Requirement: Provision and On-going Delivery of IT Help Desk Service
Location of Performance: Oeiras, Portugal (on-site)
Cost Not to Exceed: 2026 BASE NTE: 39,096 EUR
Period of Performance: 2026 BASE: 1 July 2026 - 31 December 2026.
- 2027 OPTION: 1 January 2027 - 31 December 2027 (if exercised).
- 2028 OPTION: 1 January 2028 - 31 December 2028 (if exercised).
Required Start Date: 1 July 2026 (tentative)
Required Security Clearance: NATO SECRET
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Purpose:
The purpose of this Statement of Work is to define the services for IT Help Desk support in Oeiras, Portugal. The NCI Agency (hereinafter referred to as the Purchaser) seeks a qualified Contractor to provide continuous IT Help Desk services in support of Purchaser personnel based in Oeiras, Portugal, as well as personnel on official duty at that location.
Objectives:
- The objective of this role is to provide first- and second-level support for IT issues related to Windows client systems, and to ensure the optimal performance, security, and reliability of Windows-based environments. The Contractor shall also provide end-user support, including technical assistance and user guidance where required.
- The overall objective is to improve user satisfaction, reduce support response times, and enhance the quality and efficiency of IT service delivery. During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser's IT support organization, delivering on-site IT support services.
- The Purchaser, CSU Lisbon, is located in Oeiras on the outskirts of Lisbon and represents the westernmost footprint of the NCI Agency in Europe. The CSU currently faces the challenge of providing continuous IT support to the static STRIKFORNATO Headquarters and ensuring the successful upgrade and evolution of the NATO Lessons Learned Portal, hosted and maintained by ACT JALLC, as a key contribution to mission enablement.
- In addition, CSU Lisbon is progressively extending its support to the NCI Academy, contributing to the establishment of a modern, state-of-the-art Information and Communications Systems training environment in Oeiras, and supporting the broader transformation objectives of the NCI Agency in the areas of IT and Education and Training.
The Contractor shall comply with NATO security policy; hold a valid security clearance; provide qualified and experienced personnel; maintain English language proficiency; maintain a stable team with minimal rotation; obtain Purchaser approval for any personnel changes; ensure proper handling of PFE equipment; use the ITSM system as mandatory; escalate blocking issues immediately; and minimize end-user impact at all times.
Requirements
- The Contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance.
- A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered.
- Minimum of 3-5 years of experience in supporting IT end users' devices, hardware, and software.
- Proven experience as a system administrator, particularly with Windows clients.
- Proficiency in troubleshooting hardware, software, and network issues.
- Knowledge of Active Directory, Group Policy, and Windows Update management.
- Strong communication and interpersonal skills for user support and training.
- Familiarity with IT best practices (ITIL) and tools.
- Experience with IT service management (ITSM) tools.
- Experience with SCCM/Configuration Manager for deployment of Windows Baseline, Applications, and Patches.
- CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.
- Experience with remote desktop support tools and virtualization environments.
- Working knowledge of ITIL processes and procedures.
- CompTIA Network+ or Security+.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to prioritize tasks and meet deadlines.
- Proficiency in scripting languages (e.g., PowerShell, Bash).
- Knowledge of IT security best practices.
- Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2), or equivalent to Common European Framework of Reference for Languages level B2-C1 (Upper Intermediate to Advanced).
