Overview
The Information Technology Help Desk Specialist plays a critical role in ensuring smooth day-to-day operations by providing first-line technical support to all internal users across the company. Acting as the first point of contact for IT-related requests, this role is responsible for diagnosing and resolving hardware, software, and network issues efficiently, while delivering exceptional service to employees at all levels. The Specialist will manage support tickets, maintain accurate records of incidents and IT assets, and collaborate with senior IT team members to escalate and resolve complex issues. This position requires a solutions-driven professional with strong technical knowledge, excellent communication skills, and the ability to translate technical concepts into clear, user-friendly guidance.
Responsibilities
- Act as the first point of contact for all IT-related queries, providing timely and professional support via phone, email, and in person.
- Diagnose, troubleshoot, and resolve technical issues involving hardware, software, peripherals, and network connectivity.
- Escalate unresolved or complex issues to senior IT team members or external vendors while ensuring proper follow-up.
Systems Administration
Manage and support Google Workspace accounts, including email setup, access permissions, and security configurations.Provide user support and troubleshooting for MS Dynamics ERP, coordinating with functional and technical teams to address issues.Maintain user accounts, passwords, and permissions in accordance with IT security policies.Hardware & Software Management
Install, configure, and maintain laptops, desktops, mobile devices, and printers.Ensure that all devices and software comply with company standards and licensing requirements.Maintain accurate records of IT assets, licenses, and warranties.Onboarding & Training
Support new employee onboarding by provisioning accounts, configuring equipment, and providing IT orientation.Develop and deliver basic training sessions or guides to enhance user proficiency in company systems.Network & Infrastructure Support
Perform routine checks on network connectivity, server health, and security systems.Assist in the implementation of system upgrades, patches, and preventive maintenance activities.Process Improvement & Projects
Contribute to IT projects aimed at improving efficiency, security, and user experience.Provide input for the development of IT support policies, procedures, and best practices.Participate in technology rollouts, migrations, and change management initiatives.Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field.Minimum of 4 years’ experience in an IT support or help desk role, preferably within a corporate environment.Proficiency in supporting Google Workspace, including email administration, drive management, and security settings.Experience in supporting MS Dynamics ERP, with the ability to liaise with functional and technical teams for troubleshooting.Basic understanding of networking concepts such as TCP / IP, DNS, DHCP, and VPN.Familiarity with IT ticketing systems, asset management tools, and remote support applications.Experience in hardware setup, configuration, and maintenance for laptops, desktops, mobile devices, and printers.Awareness of IT security protocols, user access control, and data protection best practices.Driving licenceBilingual (English and Arabic) preferred.Soft Skills
Tech-savvy with a strong aptitude for learning and applying emerging tools, including AI-driven solutions, to improve IT support efficiency.Service-oriented mindset with a genuine commitment to supporting colleagues and resolving issues efficiently.Strong interpersonal and communication skills, with the ability to build rapport across diverse teams.Analytical and logical thinker, capable of troubleshooting problems methodically and effectively.Organised and detail-focused, ensuring accuracy in documentation, asset tracking, and ticket management.Adaptable and resourceful, able to handle shifting priorities and urgent requests with composure.Proactive and self-motivated, with a continuous learning mindset and openness to adopting new technologies.Collaborative team player, willing to share knowledge and support colleagues to achieve shared goals.Seniority level
AssociateEmployment type
Full-timeJob function
Information TechnologyIndustries
Hospitals and Health Care, Food and Beverage Retail, and Retail PharmaciesGet notified about new Information Technology Specialist jobs in Dubai, United Arab Emirates .
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