Role Description
The IT Helpdesk Officer is responsible for providing first-line technical support to employees, ensuring the smooth operation of IT systems, hardware, software, and network services. The role involves troubleshooting technical issues, managing IT requests, maintaining system access, and coordinating with internal teams and external vendors to ensure reliable and secure IT operations across the Amman and Dubai offices. 

Key Responsibilities 
Respond promptly to all IT support requests received via email, ticketing system, phone, or walk-ins, ensuring timely resolution without unnecessary delays. 
Provide first-level technical support for hardware, software, network, email, and system-related issues. Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment. 
Manage user accounts, access rights, passwords, and permissions across company systems in line with IT security policies. Monitor and follow up on open IT tickets daily to ensure issues are tracked, resolved, and properly closed. 
Perform routine system checks to ensure servers, networks, and applications are functioning correctly. 
Coordinate with external IT vendors and service providers for escalated issues, maintenance, and support contracts. 
Ensure all IT assets are properly recorded, tracked, and updated in the IT asset register. 
Maintain accurate documentation of IT procedures, configurations, troubleshooting steps, and support activities. 
Support onboarding and offboarding processes by preparing IT equipment, system access, and user credentials. 
Ensure employees comply with IT policies related to data security, acceptable use, and information protection. 
Assist in system updates, software upgrades, backups, and basic cybersecurity measures. 
Troubleshoot and resolve issues related to email systems, internet connectivity, VPN access, and shared drives. 
Coordinate IT support activities between the Amman and Dubai offices to ensure system consistency and continuity. 
Assist with IT audits and ensure compliance with company IT policies and applicable regulations. 
Perform any additional IT-related tasks or special assignments as directed by the IT Manager or Management. 

Qualifications & Requirements 
Bachelor’s degree in Information Technology, Computer Science, or a related field. 
Maximum 3 years of experience in an IT Helpdesk or IT Support role. 
Strong knowledge of Windows operating systems, Microsoft Office 365, email systems, and basic networking concepts. 
Experience with IT ticketing systems and asset management tools. 
Familiarity with cybersecurity best practices and data protection principles. 
Ability to troubleshoot hardware, software, and connectivity issues efficiently. 
Strong problem-solving and analytical skills. 
Excellent communication and customer service skills, with the ability to explain technical issues clearly to non-technical users. 
High attention to detail and ability to manage multiple support requests simultaneously. 
Ability to work under pressure and meet response and resolution time targets.