IT Technician

About This Role

Job Description: IT TechnicianJob Title

IT Technician (also known as Help Desk Technician, Desktop Support Specialist, or Computer Support Specialist)

Overview

An IT Technician is the primary point of contact for technical troubleshooting within an organization. The primary responsibility is to install, maintain, and repair hardware, software, and network systems to ensure end-users have stable, secure, and efficient access to technology. This role requires a blend of technical expertise, problem-solving skills, and strong customer service orientation.

Key Responsibilities

1. Technical Support & Troubleshooting

• Serve as the first point of contact for employees seeking technical assistance (in-person, via phone, or ticketing system).
• Diagnose and resolve hardware, software, and network issues (e.g., login failures, application crashes, slow performance).
• Escalate complex issues (e.g., server outages, advanced security threats) to senior engineers or third-party vendors.
• Manage and prioritize a ticket queue using an IT Service Management (ITSM) tool.

2. Hardware Setup & Maintenance

• Configure, deploy, and maintain end-user devices: laptops, desktops, monitors, printers, scanners, and mobile devices (smartphones/tablets).
• Perform hardware upgrades (RAM, SSDs) and component replacements.
• Manage inventory of IT assets (tracking hardware lifecycles, serial numbers, and warranty status).

3. Software & Systems Management

• Install, configure, and update operating systems (Windows, macOS, Linux) and business applications (Microsoft 365, Adobe, industry-specific software).
• Manage user accounts and permissions in Active Directory (AD) or Azure AD.
• Assist with basic scripting (PowerShell, Bash) for automation of routine tasks.

4. Network Support

• Troubleshoot connectivity issues (Wi-Fi, VPN, LAN).
• Assist with basic network infrastructure tasks: patching network ports, configuring routers/switches, and managing VoIP phones.

5. Security & Compliance

• Enforce security protocols (password policies, MFA enforcement).
• Assist with antivirus management and data backup verification.
• Ensure compliance with company policies (e.g., GDPR, HIPAA, or internal data security standards).

6. Onboarding & Offboarding

• Prepare hardware and accounts for new hires (account creation, device imaging).
• Decommission user accounts and retrieve equipment upon employee departure.

Required Skills & Qualifications

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience.
• 1–3 years of experience in a help desk or desktop support role (internships may count).

Technical Competencies

• Operating Systems: Proficiency in Windows 10/11; working knowledge of macOS and Linux.
• Microsoft Ecosystem: Experience with Microsoft 365 Admin Center, Exchange, and Teams.
• Directory Services: Active Directory (user creation, group policies) and Entra ID (formerly Azure AD).
• Hardware: Familiarity with Dell, HP, or Lenovo hardware; ability to perform physical repairs.
• Networking: Understanding of TCP/IP, DNS, DHCP, and basic VLAN concepts.
• Ticketing Systems: Experience with tools like Jira, ServiceNow, Zendesk, or Freshservice.

Soft Skills

• Customer Service: Patience and clarity when explaining technical solutions to non-technical users.
• Problem Solving: Ability to think logically under pressure during system outages.
• Communication: Clear written and verbal documentation (creating how-to guides, documenting solutions).
• Organization: Ability to manage multiple open tickets simultaneously.

Job Types: Full-time, Part-time

Pay: QAR40,000.00 - QAR60,000.00 per year

Expected hours: 40 per week

Work Location: In person