Desktop Support

Description

Summary: Provide technical support for end-user devices and desktop environments, ensuring reliable, secure, and productive IT operations through incident response, troubleshooting, and maintenance. Highlights: 1. Diagnose and resolve hardware, software, and peripheral issues 2. Install, configure, and repair various IT equipment 3. Deploy, configure, and update operating systems and applications **Desktop Support Technician — Job Description** **Summary** Provide technical support for end\-user devices and desktop environments to ensure reliable, secure, and productive IT operations. Respond to incidents, perform troubleshooting, install and maintain hardware/software, and escalate complex issues. **Key Responsibilities** * **User** **Support:** Respond to helpdesk tickets, emails, chat, and phone requests; diagnose and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices. * **Incident** **Management:** Triage, document, prioritize, and resolve incidents within SLA; escalate unresolved or complex issues to Tier 2/3 or vendors. * **Hardware** **Maintenance:** Install, configure, and repair desktops, laptops, docking stations, monitors, printers, and other peripherals; manage warranties and RMA processes. * **Software** **Installation** **\&\*** Updates:\* Deploy, configure, and update operating systems (Windows, macOS), business applications, antivirus, and endpoint management agents; apply patches and security updates. * **Account** **\&\*** AccessManagement:\* Create/disable user accounts, reset passwords, configure permissions and multi\-factor authentication in Active Directory/identity platforms. * **Imaging** **\&\*** Provisioning:\* Build and maintain OS images, staging new hires, and decommissioning equipment; use deployment tools (SCCM, Intune, Jamf, MDT). * **Network** **Basics:** Troubleshoot LAN/Wi‑Fi connectivity issues, VPN access, and basic network diagnostics; coordinate with networking team for complex problems. * **Asset** **Management:** Track inventory, tag equipment, maintain asset records, and report lifecycle/replacement needs. * **Documentation** **\&\*** KnowledgeBase:\* Maintain troubleshooting guides, runbooks, and user\-facing knowledge articles; document resolved incidents and common fixes. * **Security** **\&\*** Compliance:\* Enforce endpoint security policies, ensure device encryption, apply security configurations, and participate in audits. * **On\-site** **Support** **\&\*** Escalations:\* Provide in\-person support for office staff, set up workstations, and assist during major deployments or incidents; support after\-hours or on\-call rotations as required. * **Training** **\&\*** CustomerService:\* Deliver basic user training, onboarding assistance, and promote best practices for device use and security. **Qualifications** * Education: Associate’s or Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience. * Experience: 1–4 years in desktop support, helpdesk, or IT support roles. * Technical skills: Strong knowledge of Windows desktop OS (10/11\), macOS support, Microsoft 365, Active Directory, endpoint management (Intune/SCCM/Jamf), basic networking (TCP/IP, DNS, DHCP), common business applications, and printer support. * Tools: Familiarity with ticketing systems (ServiceNow, Jira Service Desk, Zendesk), remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop), and asset management tools. * Soft skills: Excellent customer service, clear communication, problem\-solving, patience, time management, and ability to work independently or in a team. **Preferred** * Certifications: CompTIA A\+, Network\+, Microsoft Certified: Modern Desktop Administrator Associate, Apple ACSP, or equivalent. * Experience: Supporting hybrid/remote work environments, mobile device management (MDM), scripting (PowerShell), and basic hardware diagnostics. * Additional: Familiarity with virtualization (VMware, Hyper\-V) and basic knowledge of ITIL processes. Pay: QAR85\.25 \- QAR159\.21 per hour Work Location: In person