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Help Desk Lead

Location:	U.S. Embassy, IZ, Baghdad (Bagdad), Iraq, Middle East
Job Type:	Contract
Posted:	1st Jul 2010
Closing Date:	31st Dec 2011
Posted By:	Pelatron, Inc.
Details:
Help Desk Lead SCOPE U.S. Citizenship required - The Help Desk Lead is the Subject Matter Expert (SME) in installation and management of the client’s computer workstations, ensures workstations are properly imaged, trains the International Zone (IZ) Information Management Officers (IMO), manages the IZ Remedy Action Alert trouble ticket system, supervises the IZ Help Desk technicians, interfaces with additional organization SME Leads, IZ IMO’s and customer base in support of the USF-I enterprise network. RESPONSIBILITIES The candidate will be involved in customer support activities and must have the capability to: • Troubleshoot several different types of connectivity setup, email, and various Internet related issues to determine the source of the problem and resolve it • Manage the IZ Remedy trouble ticketing queue to include; assigning tickets to IZ Help Desk technicians, routing tickets to higher Tier support levels, monitor progress of VIP troubleshooting and resolution, following up with customers, and creating Remedy user accounts. • The Help Desk lead is responsible for professionally and administratively managing 14 other Help Desk technicians. • Provide monthly Help Desk metrics for reporting and trend analysis. • Interview potential Help Desk technicians and provide recommendations to management. • Interact daily with IZ IMO’s and IZ customers. • Perform troubleshooting over the telephone or in person • Perform first line diagnostics on customer work stations and phones and elevate the problem to other departments, if appropriate • Create and install software images on new PCs and install software programs • Log, track and close tickets with the remedy IT Services Management System. • Ensure rapid problem notification and resolution for VIP clients (O-6 and above) • Interview users to collect information about problem and lead users through diagnostic procedures to determine the source of problems • Create / delete client accounts and add computers to the MS domain • Train users on software and hardware use • Other duties as assigned REQUIRED QUALIFICATIONS • Active Secret clearance • Associates technical degree or equivalent experience • Minimum of three years Help Desk/Desktop Support experience • Advanced knowledge of Windows XP and Microsoft Office Suites • Advanced technical troubleshooting experience • Must meet overseas medical deployment qualifications DESIRED QUALIFICATIONS • MCDST certification or MCITP certification • CompTIA A+ certification • Excellent customer service skills and demeanor, both on the phone and in-person • Ability to maintain a professional and courteous manner in difficult situations • Demonstrated self-starter and ability to independently resolve problems • Ability to perform effectively in a fast-paced environment • Ability to maintain high-quality work and manage multiple critical projects • Ability to perform effectively in a team-oriented environment • Ability to communicate effectively with a diverse group of customers • Experienced in the use of Remedy trouble ticket software Pelatron is an Equal Opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

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