IT Helpdesk Specialist – Damietta

About the role

The IT Helpdesk Specialist provides fast, reliable technical assistance to end‑users, handling queries on computer systems and basic technical issues. The role requires solid technical knowledge, strong communication skills, and a customer‑oriented attitude.

Key responsibilities

• Serve as the first point of contact for users via phone, ticketing system, and email.
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Support corporate network components such as switches, routers, VLANs, DNS, network shares, storage, and directory services.
• Determine the best solution, guide users through problem‑solving, and escalate unresolved issues.
• Provide accurate information on IT products and services.
• Record events, problems, and resolutions in logs and follow up with users.
• Collect user feedback and suggest procedural improvements.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Perform workstation hardware and software upgrades as needed.
• Diagnose and resolve hardware/software faults.
• Maintain and troubleshoot end‑user equipment such as printers, scanners, and video‑conferencing devices.
• Track assets and document details while adhering to data‑security policies.

Required profile

• BSc/BA in IT, Computer Science or a related field, or equivalent hands‑on experience.
• Minimum 3 years of experience in a help‑desk or technical support role.
• Strong knowledge of networking protocols, especially TCP/IP.
• Proven ability to support end users on a corporate network.
• Tech‑savvy with office automation tools, databases, and remote‑control utilities.
• Good understanding of computer systems, mobile devices, and related technologies.
• Proficiency in English and excellent communication skills.
• Ability to diagnose and resolve basic technical issues.
• Certifications such as CompTIA A+, ITIL Foundation, and Microsoft Certified Solutions Associate (Windows 10) are a plus.

Required skills

• TCP/IP networking protocols
• Switches, subnets, routers, VLANs, DNS
• Network shares, network storage, file/print services, directory services
• Remote troubleshooting and remote‑control tools
• Ticketing system usage
• PC setup, imaging, and deployment
• Workstation hardware and software upgrades
• Hardware/software fault diagnosis
• Printers, scanners, video‑conferencing equipment
• Asset tracking and documentation
• Microsoft Excel, Word, PowerPoint
• CompTIA A+ certification
• ITIL Foundation certification
• Microsoft Certified Solutions Associate (Windows 10)
• Office automation products
• Databases