Help Desk Specialist

About the Role

Fikrah Ventures is seeking a Help Desk Specialist to join their team in Dammam, Eastern Region. This full-time role 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 Responsibilities

• Provide first-line technical support to end users via calls, emails, remote support tools, and other 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, including remote and on-site assistance.
• Support employee onboarding and offboarding, including account access, permissions, and hardware setup.
• Maintain the availability and stability of IT infrastructure, including servers, network devices, workstations, and cloud-based services.
• Assist with installation, configuration, maintenance, and upgrades of IT hardware and software, and maintain IT asset inventory.
• Support reliable and secure wired and wireless network connectivity, troubleshooting LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and firewall issues.
• Administer LAN/WAN environments, firewalls, routers, switches, and cloud infrastructure.
• Assist with user accounts, access rights, and permissions in Active Directory, Microsoft 365, and other enterprise platforms.
• Accurately log all incidents and service requests in the ticketing system, documenting issues, troubleshooting steps, actions, and resolutions.
• Monitor ticket queues, ensure progression within SLAs, and escalate unresolved or complex incidents.
• Develop and maintain knowledge base articles, FAQs, troubleshooting procedures, and user guides.
• Support IT security controls and procedures, including antivirus, endpoint protection, encryption, and firewall controls.
• Provide end-user guidance and training on IT systems and software, educating users on security and technology best practices.

Required 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.

Work Environment

This is a full-time position based in Dammam, Eastern Region, focusing on providing essential IT support to end users and maintaining critical infrastructure.

Application Process

Candidates interested in this Help Desk Specialist role are encouraged to apply.