Helpdesk Specialist

**Job Scope**:
As an IT Help Desk Specialist, your primary responsibility will be to provide technical assistance and support to end-users within Abgad. You will respond to inquiries, diagnose and resolve technical issues, and ensure that computer systems and networks are functioning efficiently. In this role, you will be an essential point of contact for our colleagues seeking technical assistance and support.

**Accountabilities**:

- Provide technical support: Respond to user inquiries and troubleshoot hardware, software, and network issues. Diagnose and resolve problems in a timely manner to minimize downtime and ensure smooth operations.
- Hardware and software maintenance: Perform routine maintenance tasks, such as software updates, patch installations, and hardware configurations. Monitor system performance and troubleshoot issues to identify and resolve potential problems.
- Network troubleshooting: Assist in troubleshooting network connectivity issues, including wired and wireless networks. Collaborate with network administrators and other IT staff to resolve complex network problems.
- Documentation and knowledge sharing: Create and maintain technical documentation, including user guides, knowledge base articles, and standard operating procedures. Share knowledge and best practices with colleagues to enhance the overall efficiency of the IT department.
- Remote support: Provide remote technical support to off-site employees or branch offices. Utilize remote access tools to diagnose and resolve issues remotely.
- Hardware and software inventory management: Assist in managing IT assets, including hardware and software inventory. Conduct regular audits, maintain accurate records, and recommend upgrades or replacements when necessary.
- Stay up-to-date with technology trends: Continuously update your knowledge and skills in the field of information technology. Keep abreast of emerging technologies, industry best practices, and security threats to provide effective support and recommendations.

**Requirements**:

- Bachelor's degree in computer science or information technology.
- Proven experience in providing technical support to end-users.
- Strong knowledge of computer hardware, software, and networking concepts.
- Familiarity with operating systems (e.g., Windows, macOS, Linux) and productivity software (e.g., Microsoft Office Suite).
- Excellent problem-solving and communication skills.
- Ability to work independently and prioritize tasks effectively.
- Customer service-oriented mindset with a patient and friendly demeanor.
- Familiarity with remote support tools and techniques.
- Basic knowledge of IT security principles and best practices.
- Strong attention to detail and organizational skills.