IT Support Specialist / Help Desk Technician

Description

Summary: The IT Support Specialist provides first and second-level technical support, troubleshooting hardware, software, and network issues while ensuring minimal downtime. Highlights: 1. Opportunity to troubleshoot diverse hardware, software, and network issues. 2. Engage in user and account management, including Active Directory and M365. 3. Contribute to system maintenance, security, and knowledge base documentation. **Job Title: IT Support Specialist / Help Desk Technician** **Position Summary** The IT Support Specialist is responsible for providing first and second\-level technical support to end\-users. This role involves troubleshooting hardware, software, and network issues, managing support tickets, and ensuring minimal downtime for employees. The ideal candidate blends technical expertise with strong communication skills and a passion for problem\-solving. **Key ResponsibilitiesTechnical Support \& Troubleshooting** * Respond to support requests via phone, email, ticketing system (e.g., Jira, Zendesk, ServiceNow), and in\-person. * Diagnose and resolve issues related to: * **Hardware:** Laptops, desktops, printers, monitors, docking stations. * **Software:** Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN clients, antivirus. * **Network:** Basic LAN/WAN connectivity, Wi\-Fi, password resets, DNS, DHCP. * Escalate complex issues (e.g., server failures, advanced security incidents) to Tier 2/3 or sysadmin teams. **User \& Account Management** * Set up, configure, and deploy new computers and peripheral devices for employees. * Create, modify, and deactivate user accounts in Active Directory / Azure AD, Microsoft 365, and other business applications. * Manage mobile device configuration (MDM) for iOS/Android (email, VPN, security policies). **System Maintenance \& Security** * Perform routine system updates, patch management, and antivirus scans. * Maintain asset inventory and track hardware lifecycle. * Enforce IT security policies (MFA requirements, password complexity, data backup procedures). * Assist with backup verification and basic disaster recovery testing. **Documentation \& Training** * Create and maintain knowledge base articles, technical documentation, and how\-to guides for end\-users. * Provide basic onboarding IT training for new hires (equipment setup, access to systems, security best practices). **Required QualificationsEducation \& Experience** * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience. * 1–3 years of experience in a help desk or desktop support role. * Industry certifications (preferred but not required): CompTIA A\+, Network\+, Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation. **Technical Skills** * Proficiency in Windows 10/11 and macOS troubleshooting. * Hands\-on experience with Microsoft 365 admin center (Exchange, Teams, OneDrive). * Basic understanding of networking (TCP/IP, DNS, DHCP, VLAN basics). * Experience with ticketing systems and remote support tools (TeamViewer, ConnectWise Control, etc.). * Familiarity with Active Directory user and group management. **Soft Skills** * Excellent verbal and written communication – able to explain technical concepts to non\-technical users. * Strong customer service orientation and patience under pressure. * Analytical thinking and methodical troubleshooting approach. * Ability to prioritize tasks in a fast\-paced environment. **Preferred (Nice to Have)** * Experience with scripting (PowerShell, Bash) for automation. * Knowledge of Linux desktop support. * Familiarity with cloud platforms (Azure, AWS). * Experience supporting VoIP phones or video conferencing systems (Zoom, Teams Rooms). نوع الوظيفة: دوام كامل, دوام جزئي الراتب المدفوع: QAR٨٩٬٠٠٠٫٠٠ لكل عام عدد الساعات المتوقع: 40 في الأسبوع موقع العمل: بشكل شخصي