Help Desk Specialist (Saudi National Only)

About the Role

We are seeking a highly skilled and motivated Help Desk Specialist to join our team at 3M DATA, a premier Saudi technology systems integrator renowned for delivering secure, scalable, and innovative digital infrastructure solutions. This full-time position is exclusively open to Saudi nationals and is based in Riyadh, Saudi Arabia. As a Help Desk Resident Engineer, you will serve as the primary technical support contact for end users, ensuring the seamless operation of IT systems, applications, hardware, and cloud services. Your role will be pivotal in maintaining operational excellence and supporting mission-critical technology operations aligned with Vision 2030.

Key Responsibilities

The Help Desk Specialist will be responsible for providing proactive end-user support, technical troubleshooting, and operational assistance within our clients' environments. Your duties will encompass a wide range of IT support activities, including:

• End-User & Cloud Support:
  • Respond promptly to user inquiries and resolve basic IT issues, escalating advanced or recurring incidents to higher support tiers as necessary.
  • Assist users with daily tasks, onboarding processes, initial training, and access management to ensure smooth integration into IT systems.
  • Monitor cloud platform and system health dashboards, responding to alerts and proactively addressing potential issues.
  • Document and escalate recurring issues to upper support teams to facilitate continuous improvement and prevent future disruptions.
• Software Installation & System Setup:
  • Install and configure essential Microsoft Office applications, including Word, Excel, and Outlook, to ensure users have access to critical productivity tools.
  • Configure email accounts and troubleshoot Outlook-related errors to maintain seamless communication.
  • Install, upgrade, and configure Windows operating systems, security policies, patches, and standard applications to maintain system integrity and security.
  • Build and maintain standard operating system (OS) images for PCs and laptops to streamline deployment and reduce downtime.
  • Install additional approved applications as requested by users, ensuring compliance with organizational standards.
• First-Level Software Troubleshooting:
  • Resolve Microsoft Office issues, including configuration errors, software repairs, and reinstallations, to minimize productivity losses.
  • Address login and authentication failures by adjusting OS settings or repairing configurations to restore user access.
  • Diagnose and fix browsing issues, restoring browser settings and plugins to ensure uninterrupted web access.
  • Perform antivirus definition updates, repairs, and basic malware removal to safeguard systems against cyber threats.
• Hardware Installation & Support:
  • Deploy and configure new PCs, laptops, thin clients, and docking stations, as well as support IT asset relocations to maintain operational continuity.
  • Conduct device checks and recommend replacements for outdated or malfunctioning hardware to optimize performance.
  • Install and configure printers, scanners, and drivers, including replacing printer ink and toner, to ensure seamless document processing.
  • Diagnose and resolve basic hardware faults and peripheral issues to minimize disruptions to end-user workflows.
• General IT Support Activities:
  • Conduct workplace surveys to assess IT assets, applications, and user environments, identifying areas for improvement.
  • Adhere to ITIL policies and procedures for incident, request, and change management to ensure compliance and operational efficiency.
  • Prepare detailed reports on support calls, tickets, and recurring problems to support data-driven decision-making.
  • Provide VIP support to senior executives, ensuring their IT needs are met with the highest level of professionalism and urgency.
  • Troubleshoot basic network, connectivity, and server access issues to maintain uninterrupted IT operations.
  • Install and configure operating systems and day-to-day software packages to support user productivity.
  • Perform data backup and disaster recovery support to safeguard critical information and ensure business continuity.
  • Maintain comprehensive hardware and software inventory documentation to support asset management and compliance.
  • Replace faulty components and escalate advanced hardware issues to specialized teams when necessary.
  • Support printers, peripherals, and related devices to ensure optimal performance and minimize downtime.
  • Participate in technical tasks and support activities for ongoing IT projects to contribute to organizational success.

Qualifications & Skills

To excel in this role, you must meet the following qualifications and possess the following skills:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Certifications: ITIL V4 Foundation certification is required. Associate-level certification in any public cloud platform (e.g., Microsoft Azure, AWS) is preferred.
• Experience: Proven experience in desktop troubleshooting, including hardware and software support. Familiarity with supporting cloud-based environments such as Microsoft 365, Azure, or AWS is highly desirable.
• Language Proficiency: Fluency in both Arabic and English, both written and spoken, is essential to effectively communicate with diverse user groups.
• Soft Skills: Strong customer service orientation, exceptional communication abilities, and robust problem-solving skills are critical for success in this role.
• Work Environment: Ability to work onsite, independently, and in a fast-paced support environment with a commitment to delivering high-quality service.
• Eligibility: This position is exclusively open to Saudi nationals.

Why Join 3M DATA?

As a Help Desk Specialist at 3M DATA, you will play a vital role in shaping the digital future of Saudi Arabia by supporting mission-critical technology operations. You will have the opportunity to work with cutting-edge technology, collaborate with a talented team of professionals, and contribute to the success of government, enterprise, financial institutions, and mega-projects across the Kingdom. This is a unique chance to advance your career while making a meaningful impact in a dynamic and forward-thinking organization.

If you are passionate about technology and ready to take on a challenging and rewarding role, we encourage you to apply today. Join us in driving innovation and excellence in Saudi Arabia’s digital landscape.