Posted Today by mselect

Help Desk Technician

Location: Erbil
Job Type: Permanent
Sectors:
Operator
Closing Date: 2025-11-13

About vacancy

mselect is looking to hire a Help Desk Technician for an international oil and gas operator in Erbil, Iraq. Candidates must have 1–3 years of hands-on experience in IT Help Desk, Desktop Support, or Technical Support roles. Fluency in English and Kurdish is a must.

Key Responsibilities

1. User Support & Issue Resolution:
  • Serve as the first point of contact for all IT-related incidents and service requests via phone, email, or in person
  • Provide timely and effective support for hardware, software, network, and application issues
  • Diagnose and resolve end-user problems, escalating complex issues to higher-level support as needed
  • Maintain a strong customer-service focus and ensure minimal disruption to business operations
2. System & Application Support:
  • Install, configure, and troubleshoot operating systems (Windows 10/11), Microsoft 365 applications, and collaboration tools such as Teams and OneDrive
  • Support user account management in Active Directory, Exchange, and other enterprise systems
  • Assist with printer configurations, shared drives, VPN access, and network resource connectivity
  • Perform software deployments, updates, and licence management in coordination with the IT systems team
3. Hardware & Asset Management:
  • Perform setup, imaging, and deployment of workstations, laptops, and peripherals for new and existing staff
  • Maintain the IT asset inventory, including equipment tracking, tagging, and lifecycle management
  • Coordinate repairs and warranty claims for defective hardware with vendors or suppliers
  • Ensure all devices meet corporate security and configuration standards
4. Monitoring, Maintenance & Documentation:
  • Monitor and respond to alerts generated by IT systems, ensuring proactive issue resolution
  • Perform routine maintenance tasks such as updates, patching, and disk clean-up to maintain performance
  • Document all troubleshooting steps, resolutions, and user interactions in the IT service management (ITSM) system
  • Assist in maintaining up-to-date technical documentation, knowledge base articles, and user guides
5. Security & Compliance Support:
  • Ensure end-user compliance with IT security policies, including password hygiene and device protection
  • Support endpoint protection tools (e.g. Microsoft Defender, antivirus, encryption)
  • Assist users with multi-factor authentication (MFA) setup and remote access troubleshooting
  • Report suspicious activities, security incidents, or data breaches to the IT security team
6. Collaboration & Continuous Improvement:
  • Collaborate with system administrators and network engineers to resolve cross-functional issues
  • Participate in IT projects, system rollouts, and user training sessions
  • Identify recurring issues and suggest improvements for processes and support efficiency
  • Provide end-user training and guidance on company systems and software when required

Qualifications

Education & Experience:
  • Bachelor’s degree in Information Technology, Computer Science, or related discipline
  • 1–3 years of hands-on experience in IT Help Desk, Desktop Support, or Technical Support roles
Technical Skills:
  • Microsoft Windows 10/11 and Microsoft 365 suite (Outlook, Teams, SharePoint)
  • Active Directory user and group management
  • Network fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Hardware troubleshooting (PCs, laptops, printers, mobile devices)
  • ITSM/ticketing systems (e.g. ManageEngine, ServiceNow)
  • Basic PowerShell scripting and remote desktop tools (RDP, TeamViewer)
Soft Skills:
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving capabilities
  • Customer-oriented with a professional and patient approach
  • Ability to manage multiple tasks and prioritize effectively
  • Proactive, reliable, and detail-oriented
  • Team player who can also work independently under minimal supervision
Preferred Certifications:
  • CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation certification (advantageous)
  • Microsoft 365 Certified: Fundamentals or equivalent
Behavioural:
  • Exhibits enthusiasm, professionalism, and a positive attitude
  • Responds promptly to user and supervisor requests
  • Works with integrity and respect for confidentiality
  • Open-minded, curious, and eager to learn new technologies
  • Proactive, innovative, and continuously seeks process improvements
  • Displays resilience and adaptability in a fast-paced environment
Requirements:
  • This role may require on-site presence and occasional travel between office and field locations
  • Availability for occasional after-hours or weekend support when necessary
  • Must comply with all internal IT security and safety policies

Rotation
5 days a week


*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.
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