Help Desk Specialist

Fikrah Ventures; Dammam; On-site; SAR 60,000 - 90,000; Full time

Job summary

Fikrah Ventures in Dammam is seeking a Help Desk Specialist to deliver first-line IT support to end users, resolve hardware, software, and connectivity issues, and ensure service levels are met. You will log incidents, assist with user onboarding, manage accounts, and contribute to documenting procedures while upholding security practices and providing remote and on-site support.

This role requires strong customer service, problem solving, and the ability to communicate technical information

Qualifications

• Hands-on experience in IT support, Service Desk or similar role.
• Experience troubleshooting hardware, software, operating systems, and network connectivity.
• Experience handling and documenting incidents and service requests.
• Experience providing remote and on-site technical support.

Responsibilities

• Provide first-line technical support to end users through calls, emails, remote support tools, and other designated Service Desk channels.
• Respond to and manage incidents and service requests within defined SLAs.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support users with system access, software installation, and configuration.
• Provide remote assistance and on-site support when remote resolution is not possible.
• Maintain a high level of customer service throughout the support process.
• Support employee onboarding and offboarding, including account access, permissions, and hardware setup.
• Maintain IT asset and equipment inventory
• Assist with system performance monitoring and backup procedures.

Skills

Service Desk & Technical Support

Hardware & Software Troubleshooting

Incident & Request Management

Remote Technical Support

Customer Service

Problem Solving

Tools

Active Directory

Microsoft 365

VPN

Job description

The Help Desk Specialist is responsible for providing first-line technical support and IT assistance to end users, ensuring that hardware, software, network, system access, and other IT-related issues are resolved efficiently and within agreed service levels.

KEY ACCOUNTABILITIES & ACTIVITIES

1. Service Desk Support & User Assistance

• Provide first-line technical support to end users through calls, emails, remote support tools, and other designated Service Desk channels
• Respond to and manage incidents and service requests within defined SLAs
• Troubleshoot hardware, software, operating system, and connectivity issues
• Support users with system access, software installation, and configuration
• Provide remote assistance and on-site support when remote resolution is not possible
• Maintain a high level of customer service throughout the support process
• Support employee onboarding and offboarding, including account access, permissions, and hardware setup

2. Infrastructure Support & Maintenance

• Support the availability and stability of IT infrastructure, including:
• servers
• network devices
• workstations
• cloud-based services
• Assist with installation, configuration, maintenance, and upgrades of IT hardware and software
• Maintain IT asset and equipment inventory
• Assist with system performance monitoring and backup procedures
• Support troubleshooting of server and network outages

3. Network Support & Troubleshooting

• Support reliable and secure wired and wireless network connectivity
• Troubleshoot:
• LAN/WAN connectivity
• Wi-Fi
• VPN
• DNS
• DHCP
• firewall-related issues
• Assist with network administration and access control
• Escalate complex network incidents to the appropriate technical teams when required

4. Systems Administration

• Support administration of:
• LAN and WAN environments
• firewalls
• routers and switches
• cloud infrastructure
• Assist with user accounts, access rights, and permissions in:
• Active Directory
• Microsoft 365
• other enterprise platforms
• Assist in maintaining accurate software and hardware records
• Support routine system administration and configuration activities

5. Documentation & Ticket Management

• Accurately log all incidents and service requests in the ticketing system
• Document:
• reported issues
• troubleshooting steps
• actions taken
• resolutions
• user follow-ups
• Categorize and assign tickets to the appropriate workgroups
• Monitor ticket queues and ensure requests are progressed within agreed SLAs
• Escalate unresolved or complex incidents when necessary
• Maintain clear records for operational, reporting, and audit purposes
• Develop and maintain knowledge base articles, FAQs, troubleshooting procedures, and user guides
• Identify opportunities to improve Service Desk processes and customer experience

6. Security & Data Protection

• Support IT security controls and procedures, including:
• antivirus
• endpoint protection
• encryption
• firewall controls
• Assist with identifying and escalating potential security vulnerabilities
• Follow organizational information security policies and procedures
• Assist with disaster recovery, backup, and data protection activities
• Support the protection of organizational systems, accounts, and information

7. Training & Knowledge Sharing

• Provide end-user guidance and training on IT systems and software
• Educate users on security and technology best practices
• Maintain internal troubleshooting guides and knowledge base articles
• Stay current with relevant technologies and IT support practices
• Share technical knowledge and solutions with the Service Desk and wider IT team
• Contribute to IT projects and implementation of new technology solutions

COMPETENCIES

Core

• Service Desk & Technical Support
• Hardware & Software Troubleshooting
• Incident & Request Management
• Remote Technical Support
• Customer Service
• Problem Solving

Infrastructure & Networking

• LAN / WAN
• Wi-Fi & VPN
• DNS / DHCP
• Firewalls
• Routers & Switches
• Cloud Services
• Basic Server Support

Systems Administration

• Active Directory
• Microsoft 365
• User Account Management
• Access & Permission Management
• Hardware & Software Inventory

Service Management & Documentation

• Ticket Management
• SLA Awareness
• Incident Documentation
• Knowledge Base Management
• Escalation Procedures
• Process Improvement

Security

• Endpoint Security
• Antivirus & Encryption
• Access Control
• Data Protection
• Backup & Disaster Recovery Support

Soft

• Excellent customer service
• Strong problem-solving and troubleshooting skills
• Clear verbal and written communication
• Excellent teamwork and collaboration
• Strong time management and prioritization
• Attention to detail
• Adaptability
• Professional email writing and etiquette
• Ability to communicate technical information clearly to non-technical users

JOB SPECIFICATIONS

Experience

• Hands-on experience in IT support, Help Desk, Service Desk, or a similar technical support role
• Experience troubleshooting hardware, software, operating systems, and network connectivity
• Experience handling and documenting incidents and service requests
• Experience providing remote and on-site technical support
• Experience supporting user accounts, access permissions, and workplace IT systems