IT Support Specialist

Job Title: IT Support Specialist

Employment Type: Full-time / Part-time
Reports To: IT Manager, Director of Technology

Position Overview

As an IT Support Specialist, you will serve as the first point of contact for technical issues, providing hands-on and remote support to end-users. You will troubleshoot hardware, software, and network problems, onboard/offboard employees, and help maintain IT systems.

Key Responsibilities

User Support & Troubleshooting

• Respond to and resolve Help Desk tickets (hardware, software, access, and connectivity issues) within SLAs.
• Troubleshoot Windows, macOS, and Linux systems, plus common applications (Microsoft 365, Google Workspace, Zoom, Slack).
• Provide clear, patient guidance to non-technical users.

Hardware & Software Management

• Set up, configure, and deploy laptops, desktops, monitors, printers, and peripherals.
• Manage software installs, updates, and licenses.
• Maintain an accurate inventory of all IT assets.

Onboarding & Offboarding

• Create user accounts, assign permissions, and configure devices for new hires.
• Securely deactivate accounts and wipe/repurpose equipment for departing employees.

Network & System Maintenance

• Assist with basic network troubleshooting (Wi-Fi, VPN, firewall, switches).
• Monitor system backups and antivirus/endpoint protection health.
• Participate in patching and maintenance windows.

Documentation & Security

• Write and update knowledge base articles and SOPs for end-users and IT team.
• Enforce IT security policies (MFA, password rotation, access controls).
• Report security incidents or vulnerabilities to senior IT staff.

Required Qualifications

Education & Experience

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).
• 1–3 years of experience in a help desk or desktop support role.

Technical Skills

• Proficient with Windows 10/11 and macOS (Linux a plus).
• Experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune) or Google Workspace admin.
• Basic understanding of networking (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Freshservice, ServiceNow).
• Knowledge of Active Directory / Azure AD (Entra ID) and group policies.

Soft Skills

• Strong problem-solving and diagnostic thinking.
• Excellent verbal and written communication.
• Patience and empathy when explaining technical issues.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Preferred (Nice-to-Have) Qualifications

• Certifications: CompTIA A+, Network+, Security+, Microsoft 365 Certified, or ITIL Foundation.
• Experience with scripting (PowerShell, Bash, or Python) for automation.
• Familiarity with MDM solutions (Jamf, Mosyle, Workspace ONE, or Kandji).
• Exposure to cloud platforms (AWS, Azure, GCP) or basic SQL.

Pay: QAR70,000.00 - QAR100,000.00 per year

Work Location: In person