IT Support Specialist / Help Desk Technician

Job Title: IT Support Specialist / Help Desk Technician

Key Responsibilities

User Support

• Serve as the first point of contact for employees seeking technical assistance (in-person, email, chat, or ticketing system)
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and peripherals
• Install, configure, and update operating systems and business applications

System Maintenance

• Set up new user accounts, permissions, and passwords following IT security policies
• Perform routine system updates, patches, and backups
• Maintain IT asset inventory (hardware, software licenses, accessories)

Network & Security

• Troubleshoot basic network connectivity (Wi-Fi, VPN, LAN) and escalate complex issues
• Assist in enforcing security protocols (antivirus, endpoint protection, access controls)

Documentation & Training

• Create and update user guides, FAQs, and knowledge base articles
• Provide basic onboarding training for new hires on IT tools and best practices

Collaboration

• Escalate unresolved issues to Tier 2/3 teams or vendors
• Work with IT team to improve support processes and system reliability

Required Skills & Qualifications

Area Requirements

Experience

1–3 years in IT support, help desk, or similar role

Technical

Windows/macOS, Microsoft 365, Active Directory, basic networking (TCP/IP, DNS, DHCP), ticketing systems (e.g., Jira, Zendesk, ServiceNow)

Soft Skills

Strong problem-solving, communication, and customer service; patient and clear with non-technical users

Education

Associate degree in IT, Computer Science, or equivalent experience; certifications (CompTIA A+, Network+, Microsoft Fundamentals) a plus

Preferred (Nice to Have)

• Experience with remote support tools (TeamViewer, AnyDesk, RDP)
• Basic knowledge of Google Workspace or collaboration platforms (Slack, Teams)
• Familiarity with Linux or scripting (PowerShell, Bash)
• ITIL framework awareness

Pay: QAR70,000.00 - QAR85,000.00 per year

Work Location: In person