Job description
The IT Assistant will be primarily responsible with providing support for our internal users on the use of their desktops and laptops, through our ticketing system, by direct contact and the telephone he or she will provide users with solutions to questions and issues with their computer hardware and software. Fulfillment of these responsibilities may require travel to other locations. Prominent working relationships are the Supply Chain Officer and Senior Office Manager in Erbil, and IT colleagues in the other IRC offices in Iraq.
- Level I Help Desk Support – Including but not limited to assistance with password resets, account creations, desktop and laptop builds and printer support
- Level II Help Desk Support – Including but not limited to anti-virus assistance, Windows 7 support, Microsoft Office 2007/2013 support, general laptop, desktop and printer repair, and light network troubleshooting
- Enterprise Ticket Management – Work inside our enterprise ticketing system, Service-Now, to provide timely and transparent customer support of all requests
- Hardware Inventory – This position will work our Local/Global Supply Chain department in imaging, distributing and tracking all hardware; also tracking and installing all purchased software
- Preventative Maintenance – Technician will also be responsible for checking on critical systems to ensure there are no interruptions in business continuity and take part in the monthly maintenance “blackout windows”
- Various Projects – Position will need to assist on various IT projects as needed
Qualifications & Preferred Skills
- 1 to 2 years of experience in help desk/desktop support position
- College degree or equivalent certification
- Computer imaging skills required
- PC Support experience, A+ Certification desired
- Proficient in Microsoft family of products (Windows, Office and Server)
- Strong written and interpersonal skills; customer service experience
- Able to work independently within a team environment
- Arabic speaking, English preferable
