We are seeking a Healthcare Desktop & Technical Support Specialist to provide Level 1 and Level 2 IT support within healthcare environments. The role involves troubleshooting end-user devices, supporting clinical applications and EMR systems, and maintaining Zebra label printers used in patient care workflows.
The ideal candidate should have strong desktop support experience, hands-on technical troubleshooting skills and the ability to work in a fast-paced, shift-based healthcare environment.
Key Responsibilities
- Provide L1/L2 technical support for desktops, laptops, Windows 10/11, macOS and IT peripherals.
- Troubleshoot Active Directory, Microsoft 365, Outlook, Teams, user accounts and network connectivity issues.
- Configure and troubleshoot Zebra label printers, including ZD, ZT and GK series, covering drivers, calibration, connectivity, print queues and label templates.
- Support EMR and clinical applications, resolving access issues, session errors and application-related incidents.
- Perform device imaging, software installations, patching, asset management and user onboarding.
- Manage incidents and service requests through ITSM platforms, ensuring SLA compliance and accurate documentation.
- Coordinate with internal IT teams, application vendors and clinical stakeholders to resolve technical issues.
- Follow IT security procedures and maintain strict confidentiality of patient and clinical information.
Required Qualifications
- Diploma or Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.
- 2–5 years of experience in desktop support, technical support or IT service desk operations.
- Hands-on experience with Windows 10/11, Active Directory and Microsoft 365.
- Practical experience troubleshooting Zebra printers or equivalent thermal label printers.
- Experience supporting EMR systems or clinical applications is highly desirable.
- Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP and VPN.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management or ManageEngine.
- Good communication skills in English.
Preferred Qualifications
- Previous experience in hospital or healthcare IT environments.
- Knowledge of MDM/UEM platforms such as Microsoft Intune or Workspace ONE.
- Familiarity with ITIL practices and healthcare data privacy requirements.
- Arabic language proficiency.
- CompTIA A+, Microsoft or ITIL certifications.
Working Conditions
- On-site position.
- Weekly rotating shifts covering early, late, night and weekends.
- 8.5 working hours per day, excluding a one-hour unpaid break.
- Two days off per week, based on the shift rotation.
- Participation in on-call support for critical incidents, where required.
