2026-0090 Exercise CIS Technical Support (NS) - TUE 11 Aug

EMW, Inc. provides lifecycle Systems Engineering and Technical Assistance (SETA), Engineering and Installation (E&I), Operations and Maintenance (O&M), Force Protection Technologies and Contractor Recruitment Services across Defense, Health IT, Cyber Security, Perimeter Security, and Telecommunications Infrastructure worldwide.

Mandatory:

• Proven end-user IT support experience (desktops, laptops, peripherals) in enterprise or operational environments.
• Experience with device setup, reimaging, and software installation.
• Practical experience in a VDI-based environment.
• Hands-on user support and troubleshooting skills (hardware, OS, connectivity).
• Experience working with ticketing or service management systems (e.g., ITSM).
• Familiarity with structured environments following procedures, processes, and instructions.
• Good working knowledge of Windows operating systems, basic networking, and common enterprise software.
• Basic understanding of IT security practices including password handling and access control.
• Ability to follow and develop documented procedures.
• Ability to prioritize and handle multiple tasks in fast-paced settings.
• Strong communication skills for user and team interactions.
• Ability to accurately document work performed.
• Willingness to work on-site and extended hours as required.

Desirable:

• Experience in NATO or NCIA environments.
• Knowledge of ITIL practices.
• Experience supporting CIS deployments for exercises.
• In-depth knowledge of VMware and Microsoft systems/tools.

Language Proficiency:

• English proficiency at minimum STANAG 6001 Level 3 (equivalent to CEFR B2/C1).

Exercise CIS Technical Support Service Deliverables:

• Device setup and reinstallation using approved standard images.
• Execution of software updates and patching for operating systems and applications.
• Administration of user accounts and access rights based on authorized requests.
• Preparation, deployment, and recovery of CIS equipment for exercises and operational activities.
• First-line troubleshooting and support for common IT issues, escalating complex cases.
• Exercise preparation check including equipment and access testing.
• Comprehensive activity logging and documentation to ensure traceability and accountability.

Governance and Coordination:

• Perform activities under direction and prioritization of Purchaser.
• Use authorized work orders, service requests, and tasking instructions.
• Maintain regular communication and status reporting with Purchaser's Points of Contact.
• Support other CIS service areas within the defined technical scope as directed.
• Participate in meetings and coordinate all activities with the SOB.

The Contractor personnel must hold a valid NATO SECRET security clearance to provide services under this Statement of Work. Services are 100% onsite at NCIA CSU Bydgoszcz in Poland, with no travel outside Poland required.