Deskside Support Technician (Level 1) – On‑Demand

About the role

We are looking for a Level 1 Deskside Support Technician to provide on‑demand technical assistance to end‑users in Amman. The role combines onsite and remote support, ensuring that hardware, software and connectivity issues are resolved quickly and efficiently while adhering to ITIL best practices.

Key responsibilities

• Provide first‑level technical support for desktop and laptop hardware, software, and peripherals.
• Respond to and resolve incidents and service requests through ticketing systems within agreed SLAs.
• Perform basic IMAC (Install, Move, Add, Change) activities for end‑user devices and workstations.
• Install, configure, and support Windows operating systems, Microsoft Office, Outlook, and standard business applications.
• Assist users with password resets, account unlocks, and basic Active Directory user account administration.
• Deliver deskside and remote support for desktops, laptops, printers, scanners, and other peripherals.
• Log, update, track, and document incidents using ServiceNow or similar ITSM tools, escalating when necessary.
• Assist with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
• Support VPN connectivity, Wi‑Fi access, email configuration, and basic network connectivity troubleshooting.
• Maintain accurate asset inventory records and update technical documentation.
• Ensure compliance with IT security policies, antivirus updates, and standard desktop support procedures.
• Provide courteous, professional customer support with timely updates and follow‑up.
• Follow ITIL best practices for Incident Management, Service Request Management, and escalation procedures.

Required profile

• Level 1 desktop support experience.
• Fluent English communication skills.
• Availability to work on‑demand in an on‑site or remote capacity.
• Based in Amman, Jordan.

Required skills

• Windows operating system administration.
• Microsoft Office and Outlook proficiency.
• Active Directory user account management.
• ServiceNow or comparable ITSM tool usage.
• VPN and Wi‑Fi connectivity troubleshooting.
• Email configuration and basic network troubleshooting.
• Desktop imaging and software deployment.
• Hardware and peripheral device troubleshooting.
• ITIL Incident Management and Service Request processes.