IT Help Desk / Service Desk Support Specialist

About UDDAN

Founded in 2015, UDDAN is a dynamic IT consulting company specializing in digital transformation. We leverage low-code technologies to streamline web and mobile processes for our clients. Driven by the challenge of helping our customers deliver superior products and services, we operate from strategic hubs in Belgium, the Netherlands, Sweden, and Portugal.

As part of our expansion in the defense and international public sectors, we are deploying elite personnel to support critical, high-level secure infrastructures.

Special Notice: High-Level Security Environment

Please Note: This position is embedded within a high-level national and international security institution . Due to the critical nature of the networks, mission-essential data, and operations handled on-site, candidates must possess an unwavering commitment to data integrity, operational protocol, and strict information-handling classifications.

Key Duties & Responsibilities

1. End-User Support & Technical Troubleshooting (1st & 2nd Line)

• Provide First Contact Resolution (1st line) and secondary support for laptops, hardware, peripherals (printers, scanners), mobile devices (smartphones/tablets), and Video Teleconferencing (VTC) systems.
• Troubleshoot complex software, corporate applications, network connectivity issues, and VPN remote access configurations .
• Conduct technical support and basic configuration updates for mobile environments utilizing Mobile Device Management (MDM) tools.
• Deliver on-site assistance, step-by-step guidance, and proactive tips to non-technical users, maintaining a calm and customer-focused approach under high-tempo pressure.

2. ITSM Ticketing & Lifecycle Management

• Manage the complete lifecycle of Service Management tickets ( Incident Management, Service Request Fulfillment, Change Management, and Coordination ) through standardized ticketing tools (e.g., BMC Remedy, Jira ).
• Document clear, structured technical information for all tickets, track resolution progress against strict SLAs , and ensure immediate escalation of blocking issues to third-line teams.

3. Windows Systems & User Access Administration

• Install, configure, optimize, and maintain Windows client operating systems ( Windows 10 / 11) and standard suites (MS Office, Outlook, Edge, Visio, MS Project).
• Manage Active Directory (AD) and Exchange environments, handles user account creation, password resets, access permissions, group policies, and authorization tables.
• Execute software deployments, workstation image baselines, system patches, and security/antivirus updates utilizing SCCM / Configuration Manager .

4. Asset, Security, & Knowledge Management

• Maintain an up-to-date, accurate inventory of hardware and software assets within the tracking database.
• Conduct security baseline checks to protect client machines from malware and unauthorized access, assisting in the mitigation of basic client-side security incidents.
• Draft, update, and utilize Standard Operating Procedures (SOPs) , Standard Operating Instructions (SOIs), and internal troubleshooting documentation.

Required Qualifications & Experience

Education & Experience Baseline

• Option A: Higher vocational training in an IT-related discipline paired with a minimum of 3–5 years of practical experience supporting IT end-user devices, hardware, and software.
• Option B: Secondary educational qualification backed by a minimum of 5+ years of progressive, hands-on experience in IT Helpdesk or System Administration roles.
• A Bachelor’s degree in Computer Science, Information Technology, or a related technical field is highly preferred.

Essential Technical Competencies

• Proven experience working within an enterprise IT infrastructure running on highly classified security networks (NU, NR, NS) .
• Deep operational knowledge of Active Directory, Group Policy, and Windows Update deployment infrastructure .
• Strong hands-on experience using SCCM / Configuration Manager for software package distributions and patch deployment.
• Extended capability in configuring and troubleshooting VPN clients and remote network access methods.
• Familiarity with ITIL best practices and framework logic.

Language Requirements

• English: fluent

Security & Operations Compliance

• Nationality : Portuguese
• Operational Mode: Willingness to work 100% on-site (primary locations include Brussels or Mons, Belgium) and participate in weekly Agile sprint cycles or on-call rotations (including evenings/weekends) when operationally dictated. xlxgzvr

Desirable Attributes & Certifications

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator (or equivalent modern enterprise workplace credential)
• Experience with virtualized environments and remote desktop assistance tooling.