Mission-Critical Help Desk Technician — Tier I, Riyadh

Trace Systems Inc.; Riyadh; On-site; SAR 150,000 - 210,000; Full time

Job summary

Trace Systems is hiring Help Desk Technicians in Riyadh, Saudi Arabia to be the first point of contact for users on classified and unclassified networks. Technicians diagnose, document, and escalate issues to the proper teams while sustaining ticket ownership.

Ideal candidates have 3+ years of help desk experience, DoD 8140 qualifications, and a clear track record in customer service, problem solving, and professional communication with government personnel.

Qualifications

• Active and in-scope US Government Secret clearance is required.
• US Citizenship is required due to contract requirements.
• Three+ years of help desk or service desk experience in enterprise environments.
• DoD 8140 qualification requirements for the assigned work role apply.

Responsibilities

• Receive incidents and requests via multiple channels and log in the ticketing system.
• Provide Tier I support for desktops, laptops, printers, and peripherals.
• Troubleshoot Windows, Office, Outlook, VPN, and network connectivity.
• Escalate complex issues to specialized teams while retaining ownership.
• Communicate status professionally to military personnel and government staff.
• Contribute to knowledge articles and service improvement initiatives.

Skills

Customer service

Communication

Analytical thinking

Organizational skills

Problem-solving

Documentation

Education

Bachelor’s degree in Information Technology / Computer Science / Information Systems

Tools

ServiceNow

Remedy

AESMP

Job description

Trace Systems is hiring Help Desk Technicians in Riyadh, Saudi Arabia to be the first point of contact for users on classified and unclassified networks. Technicians diagnose, document, and escalate issues to the proper teams while sustaining ticket ownership.

Ideal candidates have 3+ years of help desk experience, DoD 8140 qualifications, and a clear track record in customer service, problem solving, and professional communication with government personnel.