Job Description

Roles & Responsibilities

• Act as first point of contact (Tier 1/2) for IT support requests via helpdesk, phone, or in person

• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals for staff

• Set up and manage user accounts, email, and access permissions under IT policy guidance

• Troubleshoot hardware, software, operating system, and connectivity issues, escalating complex problems to the System Administrator

• Support video conferencing, meeting room AV equipment, and collaboration tools used for internal and inter-agency coordination

• Maintain IT asset inventory (hardware, software licenses, warranties) and track service requests/tickets

• Assist with onboarding/offboarding of staff — provisioning equipment, accounts, and access

• Perform routine maintenance: software updates, antivirus checks, backups verification on end-user devices

• Follow and help enforce IT security policies (password practices, device encryption, phishing awareness) in line with UAE government cybersecurity standards

• Document recurring issues and solutions to build a internal knowledge base

• Coordinate with vendors for repairs, replacements, and warranty claims

• Support IT rollouts and digital initiatives tied to CCAO citizen service programs

Desired Candidate Profile

• Diploma or Bachelor's degree in IT, Computer Science, or related field

• 1–4 years' experience in IT support/helpdesk role, government sector experience a plus

• Working knowledge of Windows/macOS, Microsoft 365, Active Directory (user-level administration), and basic networking (LAN/Wi-Fi/VPN troubleshooting)

• Familiarity with ticketing systems (e.g., ServiceNow, Freshservice, or similar)

• Basic understanding of cybersecurity hygiene and UAE government IT compliance expectations

• CompTIA A+/Network+ or equivalent certification preferred

• Fluent in Arabic and English (Arabic often required for UAE federal entities)

• UAE national or resident with relevant work eligibility

Key Competencies

• Strong customer service orientation and patience with non-technical staff

• Quick, methodical troubleshooting under time pressure

• Good communication skills, especially explaining technical issues simply

• Reliability, discretion, and attention to confidentiality (handling government/citizen-related data and devices)

• Team player, comfortable escalating issues appropriately