Assistant IT Helpdesk

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C in Abu Dhabi seeks an IT support specialist to provide L1/L2 hardware and software helpdesk for campus users.

You will troubleshoot Windows and macOS devices, assist LMS/SIS access, manage imaging and software deployment, and support VPN/AD and AV systems. Create user guides, runbooks, KB articles, and track requests in the ticketing system to resolution with clear stakeholder communication.

Qualifications

• 0–2 years of experience in technical support or helpdesk.
• Foundational IT certifications such as CompTIA A+ or Network+ are desirable.
• Familiarity with Windows and macOS and Microsoft Office Suite.

Responsibilities

• Provide L1/L2 hardware and software support.
• Troubleshoot laptops, workstations, and mobile devices.
• Assist LMS and SIS users with course access and enrollment issues.
• Manage lifecycle of campus devices including imaging and updates.
• Support enterprise productivity and engineering software for research/teaching.
• Maintain on-site audio-visual equipment.
• Assist basic network tasks including Wi‑Fi, VPN, and Active Directory users.
• Create user guides, runbooks, and KB articles.
• Track requests in the ticketing system to resolution with clear communication.

Skills

Technical troubleshooting

Helpdesk / IT support

Windows OS

macOS

LMS support

SIS support

Communication

Documentation

Education

High school diploma or equivalent

Associate's or Bachelor's degree in Information Technology

Tools

Microsoft Office Suite

LMS administration

SIS platforms

Imaging & software deployment

Active Directory

Wi-Fi / VPN configuration

Ticketing system

Job description

• Provide primary and secondary level of support (L1 and L2) for all hardware
  and software inquiries.
  

• Troubleshoot laptops (Windows & macOS), workstations, and mobile
  devices.
  

• Provide end-user assistance for the Learning Management System (LMS) and
  Student Information System (SIS), including course access, user enrollment
  issues, and portal navigation.
  

• Manage the full lifecycle of campus devices, including imaging, software
  deployment, patch management, and security updates.
  

• Support enterprise productivity suites and specialized engineering software
  for research and teaching.
  

• Maintain and troubleshoot on-site audio-visual equipment.
  

• Support basic network connectivity tasks, including Wi-Fi troubleshooting,
  VPN configuration, and Active Directory user management.
  

• Create user guides, runbooks, and KB articles.
  

• Track and manage all requests in the ticketing system through to resolution,
  ensuring clear communication to stakeholders.

Desired Candidate Profile

• High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology or a related field is a plus.
• 0-2 years of experience in a technical support or helpdesk environment.
• CompTIA A+, Network+, or similar foundational IT certifications are highly desirable.
• Familiarity with Windows and macOS operating systems and common productivity software (e.g., Microsoft Office Suite).