Desktop Support

Description

Summary: Provide frontline technical support for end-user devices and desktop services to ensure reliable day-to-day operations and high user satisfaction. Highlights: 1. Troubleshoot hardware, OS, and peripheral issues for end users 2. Manage user accounts, permissions, and group memberships 3. Support new-hire setups and secure offboarding **Desktop Support — Job Description** **Summary** * Provide frontline technical support for end‑user devices and desktop services to ensure reliable day‑to‑day operations and high user satisfaction. **Core responsibilities** * Incident support: Troubleshoot and resolve hardware, OS (Windows/macOS), and peripheral issues (printers, scanners) for end users. * Service desk: Triage tickets, meet SLA targets, escalate complex problems to 2nd/3rd‑line teams, and document resolutions in the ticketing system. * User provisioning: Create and manage user accounts, permissions, and group memberships (Active Directory/Azure AD). * Device provisioning: Build, image, deploy, and decommission desktops/laptops and mobile devices; manage configuration baselines. * Patch \& endpoint management: Apply OS and application patches, manage antivirus/EDR, and ensure endpoint compliance. * Peripheral \& connectivity support: Setup/maintain printers, docking stations, displays, and troubleshoot network/Wi‑Fi connectivity issues. * Software support: Install, configure, and support business applications and collaboration tools (Office 365/Google Workspace, Teams, Zoom). * Onboarding/offboarding: Support new‑hire setups and secure offboarding (data wipe, asset return, account termination). * Asset management: Track hardware inventory, warranty/lifecycle, and maintain asset records. * Documentation \& training: Create/update knowledge base articles and provide basic user training and FAQs. * Security \& policy compliance: Enforce password policies, MFA, and follow security/change control procedures. * Maintenance \& projects: Participate in hardware refreshes, rollouts, and small IT projects. **Typical duties (day‑to‑day)** * Respond to and resolve service desk tickets via phone, remote support, or in‑person visits. * Provision new devices and perform user setups. * Apply updates/patches and run routine maintenance tasks. * Troubleshoot network access, printing, and application issues. * Maintain accurate asset inventory and tagging. * Update documentation and knowledge base articles. * Assist with onboarding/offboarding and permission changes. * Coordinate vendor repairs or warranty replacements. * Escalate complex incidents and follow up to resolution. * Participate in an on‑call rotation if required. **Required qualifications** * Education/experience: Associate or bachelor’s degree in IT, Computer Science, or equivalent experience; 1–3 years in desktop/helpdesk roles typical. * Technical skills: Strong troubleshooting for Windows and/or macOS; knowledge of Active Directory/Azure AD, Office 365/Google Workspace, basic networking (TCP/IP, DNS), printing, and common business applications. * Tools: Experience with ticketing systems (ServiceNow, JIRA, Zendesk), remote support tools, and MDM/endpoint management (Intune, JAMF) preferred. * Soft skills: Excellent customer service, communication, patience, and prioritization. **Preferred attributes** * Certifications: CompTIA A\+, Network\+, Microsoft Modern Desktop, or Apple certifications advantageous. * Scripting/automation: Basic PowerShell or Bash for automation helpful. * Experience supporting hybrid/remote work setups and collaboration tools. Pay: QAR95\.15 \- QAR201\.11 per hour Work Location: In person