Help Desk Technician

Salary:	$190,000 for 1-yr. contract
Location:	U.S. Embassy, IZ, Baghdad (Bagdad), Iraq, Middle East
Job Type:	Contract
Posted:	4th Jun 2009
Closing Date:	2nd Jul 2010
Posted By:	Pelatron, Inc.
Details:
Help Desk Technician Help Desk Technician SCOPE The Help Desk Technician is responsible for managing the CJ6 (Fwd) client computer workstations and telephone issues throughout the International Zone (IZ), and ensure that workstations are properly installed, secured and maintained using the network management tools as well as system management tools deployed in the Help Desk. 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 • 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 and calls within Remedy • Ensure rapid problem response 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 in MS Active Directory • Train users on software and hardware use • Other duties as assigned REQUIRED QUALIFICATIONS • Interim Secret clearance or higher • Associates technical degree or equivalent experience • Minimum of three years Help Desk /Desktop Support experience • Advanced knowledge of Windows XP and Microsoft Office 2003/2007 • Advanced technical troubleshooting experience • Meet overseas medical deployment qualifications • MCDST (Microsoft Certified Desktop Support Technician) Certification or A+ DESIRED SKILLS • Experience in the use of Altiris and/or SMS • Experience in the use of Remedy trouble ticket software • 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 communicate effectively with a diverse group of customers

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