Fikrah Ventures تعلن عن وظيفة أخصائي دعم فني في الدمام

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