Help Desk & User Support Specialist

About the Role

We are seeking a dedicated and customer-centric Help Desk & User Support Specialist to join our dynamic healthcare organization in Riyadh, Saudi Arabia. In this pivotal role, you will serve as the first point of contact for end users across multiple healthcare facilities, delivering exceptional technical support and ensuring seamless IT operations. Your expertise in troubleshooting, system maintenance, and user assistance will be instrumental in maintaining the productivity and efficiency of our clinical and administrative teams. If you are passionate about providing outstanding service and thrive in a fast-paced environment, we invite you to apply and contribute to our mission of delivering world-class healthcare solutions.

Key Responsibilities

The Help Desk & User Support Specialist will be responsible for a wide range of technical and operational duties, including:

• User Support & Troubleshooting:
  • Provide first-level technical support to end users through multiple channels, including phone, email, remote access, and onsite assistance.
  • Diagnose and resolve hardware, software, printer, network, and system-related issues with efficiency and accuracy.
  • Install, configure, and maintain desktops, laptops, mobile devices, and peripherals to ensure optimal performance.
  • Assist users with Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• IT Operations & Maintenance:
  • Configure user accounts, reset passwords, and manage access permissions in alignment with organizational policies.
  • Perform system setup for new employees, including hardware provisioning, software installation, and configuration.
  • Maintain an accurate IT asset inventory and ensure all documentation is up-to-date and accessible.
  • Escalate complex technical issues to senior IT staff for resolution while providing timely updates to users.
• System & Network Support:
  • Assist in troubleshooting network connectivity, Wi-Fi, VPN, and shared resources to minimize downtime.
  • Monitor and support endpoint devices and basic IT infrastructure to ensure reliability and security.
  • Adhere to IT security policies and best practices to safeguard sensitive healthcare data and systems.
• Documentation & Service Quality:
  • Log, track, and update support tickets in the designated system to ensure transparency and accountability.
  • Develop and maintain technical documentation, user guides, and knowledge base articles to facilitate self-service and reduce recurring issues.
  • Deliver professional and courteous customer service to clinical and administrative staff, fostering a positive user experience.

Requirements

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

• Education: Bachelor’s degree or Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Experience: Minimum of 2 years of hands-on experience in IT Help Desk, Service Desk, or End User Support roles.
• Technical Proficiency:
  • Strong working knowledge of Microsoft Windows operating systems and Microsoft 365 suite.
  • Familiarity with Active Directory, printers, networking fundamentals, and basic hardware troubleshooting.
  • Experience with ticketing systems is highly desirable.
• Soft Skills:
  • Exceptional communication, problem-solving, and customer service skills.
  • Ability to work under pressure, prioritize tasks, and manage multiple support requests simultaneously.
  • Healthcare industry experience is a plus but not mandatory.

Preferred Skills

While not mandatory, the following skills and certifications will enhance your candidacy:

• Experience with Microsoft 365 Administration and Active Directory management.
• Proficiency in Windows 10/11 environments and TCP/IP networking fundamentals.
• Familiarity with remote support tools and ITIL Foundation principles.

What We Offer

Join our team and become part of a leading healthcare organization committed to innovation and excellence. We provide a supportive work environment, opportunities for professional growth, and competitive benefits. If you are a proactive problem-solver with a passion for technology and customer service, we encourage you to apply and take the next step in your career with us.