IT Service Desk Specialist

Your RoleDewan Architects & Engineers is a global design consultancy firm with over 900+ professionals across offices in the UAE, Saudi Arabia, Egypt, Vietnam, the Philippines, and Iraq, seeking an IT Service Desk Specialist to join our Dubai office. The IT Service Desk Specialist is responsible for providing first-level technical support to internal users by responding to inquiries, diagnosing issues, and resolving hardware, software, and network problems. The role requires excellent communication, technical proficiency, and a customer-centric mindset and will participate in the daily IT operations of the Dewan Dubai office and assist other regional offices, during the standard business hours. What You Will DoEffectively communicate and work with every level of employee, from general end users to high-level managers and PrincipalsDetermine the most effective problem resolution to minimize client downtime.Provide first level diagnostics and support for Windows and Mac client computers, MS Office products including Outlook.Provide installation, maintenance and ensure operation of all devices, including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure.Provide installation and basic troubleshooting of core 2D and 3D drafting products, including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software, including SketchUp, Rhino, and Adobe CSInstall, configure, and support other specialized (departmental) software and provide end-user support.Support remote users accessing virtual desktop infrastructure.Administer user accounts and security controls within Active DirectoryImage laptops and desktops during initial deployment, maintenance, and end-of-life replacementsMaintain and complete appropriate records for incident resolution.Comply with vendor-specific maintenance and repair procedures.Establish and document configurations, installations, etc. Create support documentation appropriately for new issues.Support mobile devices, including iPhones, iPads, and Android.Assist staff in troubleshooting equipment such as web conferencing and AV equipment.Perform special project assignments as deemed necessary by IT management.Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Dewan. Develop and expand knowledge of these technologies over time.Maintain knowledge of and adherence to Company policies and proceduresDevelop rapport with staff to understand their technology skills and tailor hands-on support accordingly.Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions.Multitask in a fast-paced environment, while maintaining an emphasis on detail and qualityCheck all the printers and plotters on a weekly basis and contact vendor/supplier for toner requirements and technical support. Qualifications Bachelor’s or Associate’s Degree in Engineering, Computer Science, or related field preferredTwo to three years of prior help desk and customer service experience, preferably with a background in the architecture or engineering industryStrong knowledge and experience with Windows; Microsoft Office, Office 365; browser-based applications; and OutlookKnowledge of basic networking concepts and desktop troubleshootingAbility to disconnect, lift and move PC's and Monitors (22 kg) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs.Knowledge iPhone and Android mobile phonesMust be punctual and well presented.Ability to work independently or in a team.Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills.Participate in occasional off-hours and weekend support of system upgrades and initiatives.Must be able to work in a fast-paced work environment. BONUS Points: A+ Certification in desktop supportCertification in Cisco, Windows Desktop or Server, Mac, VMWare, ITIL considered a plus.Familiarity with using design tools like Adobe Creative Suite and Autodesk products (ex. Revit, AutoCAD, etc.)Knowledge and experience with Mac OS X in a corporate environmentExperience working with geographically diverse operations. Qualifications Bachelor’s or Associate’s Degree in Engineering, Computer Science, or related field preferredTwo to three years of prior help desk and customer service experience, preferably with a background in the architecture or engineering industryStrong knowledge and experience with Windows; Microsoft Office, Office 365; browser-based applications; and OutlookKnowledge of basic networking concepts and desktop troubleshootingAbility to disconnect, lift and move PC's and Monitors (22 kg) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs.Knowledge iPhone and Android mobile phonesMust be punctual and well presented.Ability to work independently or in a team.Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills.Participate in occasional off-hours and weekend support of system upgrades and initiatives.Must be able to work in a fast-paced work environment. BONUS Points: A+ Certification in desktop supportCertification in Cisco, Windows Desktop or Server, Mac, VMWare, ITIL considered a plus.Familiarity with using design tools like Adobe Creative Suite and Autodesk products (ex. Revit, AutoCAD, etc.)Knowledge and experience with Mac OS X in a corporate environmentExperience working with geographically diverse operations.