Acuity International

IT Senior Help Desk

Job Overview

As we transition to Acuity International, you may see references to Caliburn or Caliburn International in our job postings and application process. 

Please note that as of October 1st, Caliburn International is Acuity International and as we phase out our postings and current applications, our company name will be updated.

Our vision aims to empower our clients by actively leveraging our broad range of services. With our global presence, we have career opportunities all across the world which can lead to a unique, exciting and fulfilling career path. Pick your path today! To see what career opportunities we have available, explore below to find your next career!

Labor Category

Local National/ Iraqi National

Job Overview

The senior help desk technician is responsible for supervising a team of support analysts and/or contractors located at balad air base. The position encompasses many direct reports for whom they are responsible for day-to-day management, including but not limited to training, mentoring, reviewing and leadership of said team members/contractors. additionally, this position acts as a technical escalation point from our analysts for technical issues as well.

Roles and Responsibilities

  • Supervises day-to-day activities of the balad help desk staff

  • Analyze current processes to for areas of improvement and develop new it processes to improve it operation

  • Mentors and coaches those under direct supervision.

  • Develop trends by monitoring and analyzing incoming tickets, problems and support requests

  • Drive a culture of continuous improvement

  • Maintain and implement corporate it policies, standards, and procedures

  • Lead development of new knowledge base documentation to help increase first call resolution for first level and decrease resolve times.

  • Maintain inventory needs to ensure adequate supply of hardware

  • Diagnose and quickly resolve a wide range of windows 10, mac, applications, and networking problems to help minimize downtime

  • Take ownership and responsibility of queries, issues and problems to drive a culture of client advocacy

  • Works with vendor support contacts to resolve technical issues within the help desk environment

  • Escalate issues and involve experts wherever required to resolve issues as quickly as possible

  • Participate in on-call rotation

  • Coordinates and ensures the software upgrades and software packages are current

  • Perform other essential duties as assigned by management.

Qualifications & Certifications

  • Bachelor’s degree in computer science, computer engineering, information systems or related technical field preferred

  • MSCA or MSCE preferred

Skills, Abilities and Years of Experience

  • 3-5 years’ experience; or equivalent combination of education and experience.

  • Supervisory experience: minimum of 2 years supervisory experience.

  • Proficient in project management

  • Proven ability to work with minimal direct supervision

  • Strong written/verbal skills

  • Self-confidence and interpersonal skills

Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status.

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