Desktop Support

Desktop Support — Job Description

Summary

• Provide frontline technical support for end‑user devices and desktop services to ensure reliable day‑to‑day operations and high user satisfaction.

Core responsibilities

• Incident support: Troubleshoot and resolve hardware, OS (Windows/macOS), and peripheral issues (printers, scanners) for end users.
• Service desk: Triage tickets, meet SLA targets, escalate complex problems to 2nd/3rd‑line teams, and document resolutions in the ticketing system.
• User provisioning: Create and manage user accounts, permissions, and group memberships (Active Directory/Azure AD).
• Device provisioning: Build, image, deploy, and decommission desktops/laptops and mobile devices; manage configuration baselines.
• Patch & endpoint management: Apply OS and application patches, manage antivirus/EDR, and ensure endpoint compliance.
• Peripheral & connectivity support: Setup/maintain printers, docking stations, displays, and troubleshoot network/Wi‑Fi connectivity issues.
• Software support: Install, configure, and support business applications and collaboration tools (Office 365/Google Workspace, Teams, Zoom).
• Onboarding/offboarding: Support new‑hire setups and secure offboarding (data wipe, asset return, account termination).
• Asset management: Track hardware inventory, warranty/lifecycle, and maintain asset records.
• Documentation & training: Create/update knowledge base articles and provide basic user training and FAQs.
• Security & policy compliance: Enforce password policies, MFA, and follow security/change control procedures.
• Maintenance & projects: Participate in hardware refreshes, rollouts, and small IT projects.

Typical duties (day‑to‑day)

• Respond to and resolve service desk tickets via phone, remote support, or in‑person visits.
• Provision new devices and perform user setups.
• Apply updates/patches and run routine maintenance tasks.
• Troubleshoot network access, printing, and application issues.
• Maintain accurate asset inventory and tagging.
• Update documentation and knowledge base articles.
• Assist with onboarding/offboarding and permission changes.
• Coordinate vendor repairs or warranty replacements.
• Escalate complex incidents and follow up to resolution.
• Participate in an on‑call rotation if required.

Required qualifications

• Education/experience: Associate or bachelor’s degree in IT, Computer Science, or equivalent experience; 1–3 years in desktop/helpdesk roles typical.
• Technical skills: Strong troubleshooting for Windows and/or macOS; knowledge of Active Directory/Azure AD, Office 365/Google Workspace, basic networking (TCP/IP, DNS), printing, and common business applications.
• Tools: Experience with ticketing systems (ServiceNow, JIRA, Zendesk), remote support tools, and MDM/endpoint management (Intune, JAMF) preferred.
• Soft skills: Excellent customer service, communication, patience, and prioritization.

Preferred attributes

• Certifications: CompTIA A+, Network+, Microsoft Modern Desktop, or Apple certifications advantageous.
• Scripting/automation: Basic PowerShell or Bash for automation helpful.
• Experience supporting hybrid/remote work setups and collaboration tools.

Pay: QAR95.15 - QAR201.11 per hour

Work Location: In person