IT Help Desk Specialist

Nouvel Age Clinics

Location: Naser City

Reports To: IT Manager / IT Support Lead

Job Summary:

The IT Help Desk Specialist is responsible for providing first-level technical support to internal users, resolving IT-related issues, and ensuring smooth day-to-day operation of computer systems, hardware, and software. This role involves troubleshooting, responding to support tickets, and escalating complex issues when necessary.

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via phone, email, or in person

Diagnose and troubleshoot hardware, software, and network-related issues

Install, configure, and maintain computer systems and applications

Escalate unresolved issues to higher-level support teams or specialists

Monitor and track requests using a help desk ticketing system

Follow up with users to ensure issue resolution and satisfaction

Maintain accurate records of support issues, resolutions, and assets

Assist in onboarding and offboarding of employees by setting up and deactivating accounts

Support printers, mobile devices, and peripheral hardware

Ensure adherence to IT policies and security protocols

Qualifications:

Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Proven experience in a help desk or technical support role

Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and resolve basic technical issues

Excellent communication and interpersonal skills

Customer-service oriented with strong problem-solving abilities