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Job Description
Job Purpose:
The main purpose of the Desktop Support role is to be responsible for installing, maintaining and troubleshooting all computer hardware and software, and other electronic devices within the organization. Working either over the phone, through remote desktop, by e-mail, or face-to-face with employees, he/she will answer the technical questions of all end users, and escalating them to higher-ups if required.
Principal Accountabilities:
- Works with other desktop support technicians to install, configure, and troubleshoot computers and other related peripherals and software as directed by the Professional Services Unit Head.
- Supports in the rollout of new hardware and software across the organization.
- Performs hardware upgrade, new installation, de-installation, moves, addition and changes.
- Use diagnostic tools to troubleshoot basic hardware problem(s) and PC network connectivity problems.
- Prioritizes and ensures all user requests are resolved according to the departmental guidelines, using available tools, and ensures the Help Desktop System data is kept up to date and is accurate.
- Manage replacement parts inventories to meet service level agreements with vendors.
- Assesses functional needs to determine specifications for future purchases.
- Interact with numerous computer platforms in a multi-layered client server environment to ensure desktop/laptop computers interconnect seamlessly with diverse systems including file servers, email servers, application servers, and network administrative systems.
- Write technical documents and procedures when necessary.
- Update assigned tickets on a daily basis so everyone within the IT team knows of the progress.
- Performs miscellaneous tasks as assigned by his/her direct manager.
Communications and Working Relationships:
- Trains and orients end-users on use of hardware and software.
- Works with IT Security Specialist, Cloud Administrator, and Network Engineers as appropriate to determine and resolve problems received from users.
- Present a positive face for the IT Department by providing a high level of customer satisfaction.
- Documents all new issues and resolutions, sharing them with all team members to promote teamwork and increase the number of first call resolutions.
- Back up other team members to help when they are not available or overwhelmed with workload.
Skills
Knowledge, Skills, Experience and Qualifications:
- University Degree or 2-3 years Diploma in IT technical related field.
- Microsoft Certified Desktop Support Technician (MCDST) is a must – MCSE is a Plus.
- Minimum 2 to 4 years of experience in an IT support function.
- Hardware configurations and setup expertise.
- Very good configuration knowledge of Windows XP, Vista, Windows 7.
- Very good knowledge of Microsoft Applications Suite, especially Outlook, Word, Excel, and PowerPoint.
- Experience installing software, patches, updates on Desktops, Laptops.
- General Antivirus applications knowledge.
- Experience troubleshooting basic network, software, printing problems, scanners, faxes, copiers.
- Must be able to lift up to 25Kgs.
- Must be willing to accept being re-assigned to other company’s locations (Other business units), whether temporarily or permanently.
- Self-starter, ability to multitask, with little direct supervision, in a team environment.
- High level of commitment and positive attitude on achieving both departmental and business objectives.
- Fluent in English – Arabic language fluency preferred.
Education
IT
Job Details
Preferred Candidate
Rawabi Holding Company
Rawabi Holding is a purpose-driven company that exists not only to generate profit, but also to improve everyone and everything we can. From customer projects and employee development to our impact on the communities in which we work, Rawabi Holding is propelled by an unwavering energy to make everything we touch better. No matter how great the challenge or how complex the problem, we face it head-on to deliver proven results.