Help Desk Specialist

We are looking for a motivated and customer-oriented Help Desk Specialist to provide first-level IT support, troubleshoot technical issues, and ensure the smooth operation of IT systems and services while maintaining high service quality and meeting agreed Service Level Agreements (SLAs). Key Responsibilities • Provide Level 1 (L1) technical support via phone, email, remote sessions, and on-site assistance. • Troubleshoot hardware, software, operating system, network connectivity, and peripheral issues. • Install, configure, and maintain desktops, laptops, printers, and other IT equipment. • Support Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams. • Perform basic Active Directory administration, including user account management, password resets, and access permissions. • Log, categorize, prioritize, track, and resolve incidents and service requests using ITSM tools. • Monitor tickets to ensure timely resolution in accordance with agreed SLAs and escalate complex issues to second-level support. • Assist with IT asset inventory, equipment deployment, and software installation. • Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues. • Maintain technical documentation, troubleshooting procedures, and knowledge base articles. • Follow IT security policies, operational procedures, and ITIL best practices. • Coordinate with technical teams to ensure service continuity and customer satisfaction. 📍 Location: Madinah, Hail, Asir, Tabuk, Northern Borders, Najran, Saudi Arabia. Show more Show less

Provide Level 1 (L1) technical support via phone, email, remote sessions, and on-site assistance. Troubleshoot hardware, software, operating system, network connectivity, and peripheral issues. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Support Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams. Perform basic Active Directory administration, including user account management, password resets, and access permissions. Log, categorize, prioritize, track, and resolve incidents and service requests using ITSM tools. Monitor tickets to ensure timely resolution in accordance with agreed SLAs and escalate complex issues to second-level support. Assist with IT asset inventory, equipment deployment, and software installation. Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues. Maintain technical documentation, troubleshooting procedures, and knowledge base articles. Follow IT security policies, operational procedures, and ITIL best practices. Coordinate with technical teams to ensure service continuity and customer satisfaction.