IT Support Specialist

Job Overview

The IT Support Specialist is responsible for delivering technical assistance to end-users across Fakeeh Care entities. The position involves diagnosing and resolving hardware, software, and network challenges, managing user accounts, and ensuring smooth daily IT functions.

Primary Duties

• Deliver first- and second-tier support addressing issues related to hardware, software, and network systems.
• Address service inquiries received through phone, email, ticketing tools, or face-to-face interactions.
• Provide troubleshooting support for desktop computers, laptops, mobile devices, printers, and additional peripherals.
• Handle installation, setup, and maintenance of software applications, hardware devices, and system updates.
• Participate in IT asset management activities including inventory tracking and device configuration.
• Create detailed documentation of technical problems and their resolutions within the service desk knowledge repository.
• Refer complex technical problems to higher-level IT professionals or specialized teams as appropriate.
• Support onboarding and offboarding procedures by managing equipment deployment and account configurations.
• Monitor system and network performance to ensure optimal availability and responsiveness.
• Plan and execute tests and implementations of system upgrades.
• Integrate new software solutions seamlessly with current systems.
• Oversee system administrators and coordinate between multiple entities for harmonious IT operations.
• Ensure effective rollout and integration of new applications company-wide.
• Maintain organized and accessible technical documentation for reference purposes.
• Develop and enforce backup procedures and disaster recovery plans to protect data and systems.
• Implement security protocols to safeguard systems from unauthorized access, disasters, or misuse.
• Create tools, procedures, and training for Operations, Client Support, and Systems Development teams to improve workflow efficiency.
• Manage installation, configuration, and maintenance of servers and data storage infrastructure.
• Provide coaching to team members and educate users on best practices in system administration.
• Keep abreast of new technology trends and system administration methodologies for continuous process enhancement.
• Perform other related duties as assigned within the remit of the position.

Candidate Requirements

• Experience Level: For IT Specialist roles, 0 to 2 years of experience in IT or application support within healthcare. For Senior IT Specialist, a minimum of 3 years supporting IT applications in healthcare environments.
• Academic Qualification: Bachelor’s degree in Information Technology, Computer Science, or related disciplines.
• Language Proficiency: Strong spoken and written English skills; Arabic proficiency preferred.
• Certifications (Preferred): CompTIA A+, HDI-SCA, CHAMP, CITAM, Microsoft Certified: Modern Desktop Administrator Associate, PMP, ITIL.