IT Helpdesk Administrator

Job Purpose: 

The primary objective of this position is to support the day-to-day IT operations by providing timely and efficient technical assistance to RDMC employees. This includes troubleshooting, resolving, and escalating IT-related issues while ensuring high levels of service quality and user satisfaction. This role contributes to the smooth functioning of the organization’s IT infrastructure, aligning with IT policies, and enhancing overall business productivity.

Responsibilities/Duties 

Service and Support:

•Provide first-level support to employees by addressing and resolving technical issues, including diagnosis, intervention, and complete resolution.

•Effectively escalate requests and issues to appropriate teams or management within the defined timeframes.

•Communicate clearly, professionally, and efficiently with end users, ensuring they are informed of the status and resolution of their requests.

•Participate in on-call or after-hours support rotations as required by IT management.

•Collaborate with infrastructure, cybersecurity, and business applications teams to ensure adherence to IT policies and guidelines. 

•Monitor and maintain IT equipment, including desktops, laptops, printers, and network devices, ensuring they are functional and up to date.

•Assist in the setup, configuration, and deployment of new IT equipment or systems for employees.

•Contribute to IT projects and initiatives by providing technical support and ensuring smooth execution.

•Help enforce IT security protocols, including password policies and access control to safeguard sensitive information.

Additional Responsibilities:

•Undertake any other tasks assigned to support IT initiatives and ensure the smooth running of IT operations.

Essential Qualifications, Knowledge & Experience

Qualifications:

•Bachelor’s degree in Computer Engineering, Computer Science, Business Information Systems, or a related field.

•Technical certifications in networking or server administration are preferred.

•Proficiency in both English and Arabic; French is an advantage.

Knowledge:

•Familiarity with IT technologies, including Windows Operating Systems, O365 Suite, and computer hardware and peripherals.

•Strong understanding of computer networking, including switches, routers, and wireless access points.

•Knowledge of print drivers, print servers, and multi-function printer handling.

•Ability to write and understand technical reports, such as hardware repair documentation.

•Basic knowledge of software installation and troubleshooting.

Experience:

•0-3 years of experience in the same field.

Desired Behaviors & Experiences

•Proactive in identifying and resolving issues before they impact operations.

•Excellent communication skills, both verbal and written.

•Flexible and adaptable in dynamic, fast-paced work environments.

•Strong problem-solving capabilities with a focus on continuous improvement.