محلل دعم تكنولوجيا المعلومات | مجموعة سي تي سي
Helpdesk Analyst
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| محلل دعم تكنولوجيا المعلومات | مجموعة سي تي سي |
💻 Helpdesk Analyst Job Description | IT Support Specialist Role
🖥️ About the Role
We are looking for a proactive and customer-focused Helpdesk Analyst to join our IT support team. As the first line of technical support, you will assist users by troubleshooting hardware, software, and network-related issues—ensuring seamless day-to-day operations across the organization.
To provide technical support up on requests to the IT Help Desk in order to resolve IT hardware and software problems, within department time and quality standards.
This is an excellent opportunity for someone with strong communication skills and a passion for solving technology-related problems in a fast-paced environment.
🔧 Key Responsibilities
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Provide Level 1 and Level 2 technical support via phone, email, and remote tools.
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Diagnose and resolve hardware, software, printer, and networking issues.
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Log, track, and document support tickets in the helpdesk ticketing system (e.g., ServiceNow, Jira, Zendesk).
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Escalate complex issues to Tier 3 or relevant departments as needed.
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Install and configure desktop systems, applications, and peripheral devices.
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Maintain IT asset inventory and ensure up-to-date documentation.
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Assist with onboarding and offboarding of employees, including account setup and access control.
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Follow up with users to ensure resolution and satisfaction.
✅ Required Qualifications
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Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
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2–3 years of experience in a helpdesk, technical support, or IT support role.
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Working knowledge of Windows OS, Microsoft Office 365, Active Directory, and basic networking.
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Strong problem-solving and communication skills.
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Ability to work under pressure and prioritize tasks effectively.
⭐ Preferred Skills
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Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
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Experience with remote support tools (e.g., TeamViewer, AnyDesk, LogMeIn).
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Familiarity with ticketing systems and IT service management (ITSM) processes.
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Knowledge of VPNs, mobile device management (MDM), and basic cybersecurity protocols.
🌟 Why Join Us?
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Competitive compensation and annual performance bonuses
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Career development opportunities and certification support
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Collaborative work environment with a focus on employee well-being
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Comprehensive health, dental, and retirement benefits
📩 How to Apply
Please send your resume and a brief cover letter to
