IT Support Specialist

Roles and Responsibilities

• Independently provides complex technical support to AU staff members and students.
• Provide onsite support where required and play a key role in maintaining and improving the knowledge standards.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Investigates and resolves software problems on AU computer systems; performs software repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals.
• Provides technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
• Provides general and in-depth guidance, assistance, and support to users as requested, on diverse software/applications and operating systems.
• Maintains a high standard of customer service in dealing with and responding to questions.
• Performs routine, day-to-day hardware and software maintenance as assigned, and assists in utilization of systems.
• Works on the orders until completion or escalates to the senior technical support.
• Restores and configures the mass number of PCs via the image backup solutions created by the senior technical support.
• Follows up and fully documents individual cases via helpdesk software.
• Provides technical support to users’ PCs/Devices which may require access to critical/confidential data.
• Provides technical support on IT equipment during events, seminars, workshops, and video conferences.
• Resolves users’ technical issues assigned through the helpdesk.
• Performs miscellaneous job-related duties as assigned.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in Computer field.
• 1-3 years experience in technical/software support.

KNOWLEDGE & SKILLS:

• Computing studies skills.
• Information systems skills.
• Knowledge of an organization’s computing systems.
• Verbal and written communication skills in both languages, English and Arabic.
• Listening ability and patience.
• Customer service and relationship management experience.

Desired Candidate Profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Experience:

• Previous experience in an IT support or help desk role.
• Familiarity with a variety of operating systems, hardware, and software applications.

Key Skills:

• Strong troubleshooting and problem-solving skills for diagnosing and resolving technical issues.
• Excellent customer service skills to assist users effectively and patiently.
• Ability to document and manage support tickets using IT service management tools.

Interpersonal Skills:

• Strong communication skills to convey technical information to non-technical users.
• Ability to work collaboratively in a team environment and independently.
• Adaptability to changing priorities and technologies.

Technical Skills:

• Proficiency in Windows and macOS operating systems, as well as common software applications (e.g., Microsoft Office, Google Workspace).
• Experience with networking concepts, hardware installation, and basic server administration.
• Familiarity with remote support tools and techniques.

Personal Attributes:

• Detail-oriented with a focus on quality and accuracy in all tasks.
• Strong work ethic and commitment to continuous learning and professional development.
• Ability to handle stressful situations calmly and effectively.

Responsibilities:

• Provide technical support to end-users via phone, email, and in-person.
• Troubleshoot hardware and software issues, escalating complex problems as needed.
• Install, configure, and maintain computer systems and peripheral devices.
• Assist with the setup of new employees, including hardware and software provisioning.
• Maintain documentation for troubleshooting processes, user guides, and inventory management.
• Participate in IT projects and initiatives as needed.