استخدام کارشناس پشتیبانی فنی (IT Support- Help Desk Specialist)
شرح موقعیت شغلی
Role Purpose
The IT Support / Help Desk Specialist is responsible for providing first-line technical support to company employees while also supporting the company’s internal network infrastructure.
This role focuses on troubleshooting end-user issues, maintaining workstations, supporting network connectivity, assisting with network equipment, and escalating advanced infrastructure incidents when necessary.
The position requires full-time on-site presence to provide hands-on technical support, ensure rapid issue resolution, and maintain reliable IT and network operations.
Core Responsibilities
End-User Support
- Provide first-line technical support to internal employees (hardware, software, and network issues)
- Troubleshoot Windows, macOS, and business applications
- Install, configure, and maintain desktops, laptops, printers, and peripherals
- Support email clients, collaboration tools, and office productivity software
- Handle password resets, account lockouts, and access requests
- Manage and resolve IT support tickets within agreed SLAs
- Escalate complex server or infrastructure issues to senior IT staff
Networking Support (Required Knowledge)
- Solid understanding of basic networking concepts:
- OSI Model
- TCP/IP
- Subnetting
- VLANs
- Troubleshoot LAN/WAN connectivity issues
- Diagnose and resolve DHCP and DNS-related problems
- Support and configure Wi-Fi access points
- Basic configuration and troubleshooting of routers and switches
- Monitor network performance and report abnormalities
- Assist in managing firewall rules under supervision
- Support VPN connectivity for remote users
User & Access Management
- Create, modify, and deactivate user accounts (Active Directory / Microsoft 365)
- Manage shared folders and access permissions
- Assist with Group Policy troubleshooting
- Support onboarding and offboarding processes
Hardware & IT Asset Management
- Prepare and configure new employee devices
- Install operating systems and standard company software
- Maintain asset inventory and documentation
- Coordinate hardware repairs and warranty claims with vendors
Collaboration & Escalation
- Work closely with Infrastructure and DevOps teams when issues require escalation
- Coordinate with network and telecom vendors when necessary
- Communicate clearly with employees regarding issue status and resolution timelines
- Maintain clear documentation of recurring technical and network issues
Key Responsibilities
- Provide on-site technical and network support to employees
- Ensure stable network connectivity across the office
- Maintain and update IT and network documentation
- Monitor basic network health and report incidents
- Support meeting room AV systems and office IT infrastructure
- Contribute to improving internal IT and network support processes
Required Skills & Qualifications
Technical Skills
- Strong troubleshooting skills for Windows operating systems
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs)
- Basic router and switch configuration experience
- Familiarity with firewall and VPN concepts
- Experience with Active Directory and Microsoft 365
- Experience supporting printers and endpoint devices
Nice to Have
- Experience with Cisco, MikroTik, HP, or Ubiquiti equipment
- Experience with ticketing systems
- Basic knowledge of cybersecurity best practices
- Knowledge of macOS support
Soft Skills
- Strong customer-service mindset
- Clear and professional communication skills
- Ability to explain technical and network issues in simple terms
- Good time management and prioritization skills
- Strong sense of responsibility and ownership
- Team-oriented and willing to continuously learn
مهارتهای مورد نیاز
- IT
- tcp/ip
- DHCP
- DevOps
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست