Job Summary:
As an IT Help Desk you will be responsible for providing support for various aspects, including hardware, software, email, IP phones, and applications. IT Help Desk Officers are responsible for handling help desk requests, troubleshooting issues, and ensuring that employees have the technical assistance they need to carry out their work effectively.
Responsibilities
- 1- Provide first-line technical support to internal users by responding to help desk requests and incidents promptly and professionally.
- 2- Troubleshoot and resolve hardware, software, and network-related issues, ensuring minimal downtime for end-users.
- 3- Document and track support requests in a ticketing system, maintaining accurate and detailed records of all interactions.
- 4- Assist in the setup, installation, and maintenance of desktops, laptops, printers, and other hardware devices.
- 5- Diagnose and repair hardware problems, coordinating with vendors for warranty and repair services when necessary.
- 6- Perform basic administration tasks like (Create, delete, modify users and groups in identifying management systems).
- 7- Configure and troubleshoot email clients.
- 8- Perform local and remote installations of devices such as CCTV equipment, IP Phones, Telepresence, Workstations, servers.
- 9- Install and configure various office network equipment.
- 10- Offer technical assistance for business applications and ensure they are functioning correctly.
- 11- Create and update user guides and documentation for common IT procedures and troubleshooting steps.
- 12- Provide training sessions to help users become more proficient with technology.
- 13- Ensure compliance with IT security policies and assist in implementing security best practices.
- 14- Provide remote assistance to off-site or remote employees, resolving issues efficiently to minimize disruptions.
- 15- Collaborate with other IT team members to address complex issues and projects.
- 16- Generate reports on help desk performance, issue trends, and resolution times for management review.
Qualifications & Requirements:
- • BSc. in Computer Science, Computer or Telecom Engineering or related.
- • Certificate of attendance in any of the following CompTIA a+, CompTIA Network+,CCNA, Microsoft Windows Client/Server, Scripting (Python, Ruby, Bash, Powershell)
- - 0-1 years’ experience in handling IT systems and processes, preferably in the telecom/ISP.
- - English & Arabic Language - Written and Spoken.
- - Good Command of Microsoft Office (MS Word, MS Excel, PowerPoint)
- - Ability to troubleshoot and support common business software, including Microsoft Office Suite, email clients, and web browsers.
- - Possessing excellent verbal and written communication skills.
- - Experience with remote desktop software for providing remote assistance to end-users.
- - Prioritizing tasks.
- - Maintaining a high level of professionalism and integrity in all interactions.
- - Familiarity with computer hardware components, peripherals, and mobile devices.
- - Understanding of basic networking concepts, such as TCP/IP, DNS, DHCP, and routing.
- - Proficiency in using diagnostic tools and utilities.
- - Familiarity with virtualization technologies like VMware or Hyper-V.