Help Desk Support Technician

About the role

We are looking for a Help Desk Support Technician to provide end‑to‑end technical assistance for desktop and laptop users in Jeddah. The role involves both remote and on‑site deskside support, handling hardware, software, and connectivity issues for a diverse user base.

Key responsibilities

• Deliver technical support for desktop and laptop systems, troubleshooting hardware, software, and network problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full lifecycle of devices, including configuration, patching, OS imaging, and vendor hardware replacements.
• Use SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Install, update, and patch approved software in line with IT policies.
• Provide remote and deskside support for MS Office, Outlook, VPN clients, and other EUC tools.
• Enforce security protocols, antivirus monitoring, and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Support printers, scanners, and peripheral devices.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Document incident resolutions, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Deskside Support Technician – Level 1.
• Fluent in English and Arabic.
• Available to work 5 days per week on site in Jeddah.
• Eligible for B2B/Freelance engagement (no sponsorship provided).

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating systems
• Active Directory
• MS Office and Outlook
• VPN client configuration
• Desktop imaging and patch management
• Hardware troubleshooting (PCs, printers, scanners)
• ITIL incident and problem management