Help Desk & User Support Specialist📣 Job Ad

About the Role

RADCARE, a leading healthcare organization in Riyadh, is seeking a proactive and customer-focused Help Desk & User Support Specialist. This full-time position involves providing first-line technical support to end users across multiple healthcare facilities. The successful candidate will be responsible for troubleshooting hardware and software issues, supporting Microsoft 365 applications, maintaining IT equipment, and ensuring timely resolution of user requests while delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support to end users via phone, email, remote access, and onsite assistance.
• Diagnose and resolve hardware, software, printer, network, and system-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Assist users with Microsoft Windows and Microsoft 365 applications.
• Configure user accounts, passwords, and access permissions.
• Perform system setup for new employees, including hardware and software installation.
• Maintain IT asset inventory and documentation.
• Escalate complex technical issues to senior IT staff when required.
• Assist in troubleshooting network connectivity, Wi-Fi, VPN, and shared resources.
• Monitor and support endpoint devices and basic infrastructure.
• Ensure compliance with IT security policies and best practices.
• Log, track, and update support tickets.
• Maintain technical documentation and user guides.
• Ensure timely resolution of incidents according to service standards.
• Deliver professional customer service while supporting clinical and administrative staff.

Qualifications and Experience

• Bachelor's degree or Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 2 years of experience in IT Help Desk, Service Desk, or End User Support.
• Experience supporting Windows operating systems and Microsoft 365.
• Knowledge of Active Directory, printers, networking, and basic hardware troubleshooting.
• Familiarity with ticketing systems is preferred.
• Healthcare experience is preferred.

Required Skills and Attributes

• Strong communication, problem-solving, and customer service skills.
• Ability to work under pressure and support multiple users.
• Customer-focused and service-oriented mindset.
• Strong troubleshooting and analytical skills.
• Excellent teamwork abilities.
• Ability to prioritize tasks and manage multiple support requests.
• Willingness to learn and adapt in a fast-paced healthcare environment.

Preferred Technical Skills

• Microsoft 365 Administration.
• Active Directory.
• Windows 10/11.
• TCP/IP & Networking Fundamentals.
• Remote Support Tools.
• ITIL Foundation.

Work Environment

This is a full-time position based in Riyadh. The role involves supporting clinical and administrative staff within a healthcare organization.