Job Purpose

To provide maintenance of the desktop environment by analyzing requirements, resolving problems and installing hardware and software solutions, in addition to providing technical support to CMJ users in an efficient and accurate manner.

Duties and Responsibilities

Functional Duties:

• To provide helpdesk support and resolve problems to the end user’s satisfaction.
• To monitor and respond quickly and effectively to requests received through the IT helpdesk system.
• To monitor the Service Desk for tickets assigned to the queue and process them on a first-in first-out and priority basis.
• To modify configurations, utilities, software default settings … etc. for the local workstation.
• To utilize and maintain the helpdesk tracking software.
• To document internal procedures.
• To assist with onboarding of new users.
• To ensure that each workstation has a computer, monitor, keyboard, mouse, hard drive and any additional specialized equipment.
• To install, test and configure new workstations, peripheral equipment and software.
• To maintain inventory of all equipment, software and software licenses.
• To report issues to the Service Desk for escalation.
• To manage PC setup and deployment for new employees using standard hardware, images and software.
• To assign users and computers to proper groups in the Active Directory.
• To perform timely workstation hardware and software upgrades, as required.
• To perform other job-related tasks assigned by the direct manager.

Qualifications

• Bachelor's degree in computer science, IT or any related field.
• (0-3) Years of experience in IT with at least 3 years of experience in a related field.
• CCNA, MCITP or any related training.
• Good command of English and Arabic.

General Skills:

• The ability to handle sensitive/confidential information professionally
• Problem-solving and analytical abilities
• Good communication and interpersonal skills
• The ability to work under pressure
• Follow-up and monitoring skills
• Time management skills

Technical Skills:

• Good knowledge of Microsoft Office suite
• Good knowledge of IT security & Networking
• Excellent knowledge of IT technology such as Microsoft solutions and local and wide area networks
• Knowledge of telecommunication
• Knowledge of ERP system functions and database management.
• Excellent knowledge of Infrastructure covering Windows Server, Windows Client, System Center and security.
• Technical management, technical understanding, information analysis, staffing, problem-solving, data centre management, budget development, coordination, strategic planning and quality management

Communication

Internal Communication:

• All departments

External Communication:

• GCE
• TEXUM
• Dynamic innovation

HR Solutions System 

Working Conditions

Physical Requirements

• Low

Work Environment

• Office work

Work Risks

• Low