IT Support Specialist / Help Desk Technician

Job Title: IT Support Specialist / Help Desk Technician

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

Role Summary

We are seeking a knowledgeable and proactive IT Support Specialist to provide first-level and second-level technical support to our internal staff. You will be responsible for troubleshooting hardware, software, and network issues, managing user accounts, and ensuring minimal downtime. The ideal candidate combines technical expertise with strong communication skills and a passion for helping others.

Key Responsibilities User Support & Troubleshooting

• Serve as the first point of contact for IT support requests via ticketing system, email, phone, and in-person.
• Diagnose and resolve issues with Windows/macOS workstations, printers, mobile devices (iOS/Android), and common business applications (Microsoft 365, Google Workspace, Zoom, Slack).
• Troubleshoot network connectivity issues (Wi-Fi, VPN, LAN/WAN).
• Provide after-hours or on-call support as needed (if applicable).

Hardware & Asset Management

• Set up, configure, and deploy new laptops, desktops, monitors, and peripherals.
• Manage IT asset inventory (tracking, maintenance, retirement).
• Coordinate hardware repairs with vendors (e.g., Dell, Apple, Lenovo).

Software & Account Administration

• Create, modify, and disable user accounts in Active Directory / Azure AD / Google Admin.
• Manage software licensing and installations.
• Assist with password resets and multi-factor authentication (MFA) setup.

System Maintenance & Security

• Perform regular system updates, patches, and antivirus scans.
• Assist in data backup and disaster recovery procedures.
• Follow IT security policies (password complexity, access control, phishing awareness).

Documentation & Training

• Create and maintain knowledge base articles, FAQs, and user guides.
• Train new employees on basic IT tools and security best practices.

Required QualificationsEducation & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• [1-3] years of experience in IT support, help desk, or desktop support.

Technical Skills

• OS: Windows 10/11, macOS, basic Linux knowledge (preferred).
• Productivity Suites: Microsoft 365 (Exchange, Teams, SharePoint) or Google Workspace.
• Troubleshooting: Hardware (RAM, HDD/SSD, peripherals), software (driver conflicts, app crashes).
• Networking: Basic TCP/IP, DNS, DHCP, VPN clients, Wi-Fi troubleshooting.
• Active Directory: User/group management, password resets, OU structures.
• Ticketing Systems: Experience with [Jira, Zendesk, Freshservice, ServiceNow, etc.].
• MDM: Familiarity with [Intune, JAMF, Mosyle, or similar] is a plus.

Soft Skills

• Strong verbal and written communication (ability to explain technical issues to non-technical users).
• Excellent problem-solving and logical thinking.
• Customer service orientation with patience and empathy.
• Ability to prioritize and triage multiple tickets under pressure.

Preferred Qualifications (Nice-to-Have)

• Certifications: CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator, ITIL v4.
• Scripting knowledge: PowerShell, Bash, or Python for automation.
• Experience with remote support tools (TeamViewer, Splashtop, BeyondTrust).
• Familiarity with VoIP systems.

Pay: QAR68,000.00 - QAR98,000.00 per year

Work Location: In person