IT Helpdesk Support – GCC

About the role

Fulcrum Digital is seeking an IT Helpdesk Support professional to serve as the first point of contact for users across the GCC region. You will deliver L1 technical assistance, maintain equipment inventories, and ensure smooth operation of desktop and mobile environments while supporting the EST timezone.

Key responsibilities

• Respond to user inquiries via phone, email, and ticketing systems (ServiceNow, ServiceDesk, Jira).
• Diagnose and resolve hardware, software, and peripheral issues for Windows and Mac devices.
• Coordinate with vendors to address desktop and software problems.
• Configure, image, and deploy laptops and mobile devices (iPhone, Android).
• Maintain equipment inventories and perform periodic audits.
• Assist in creating training materials and guide staff on technology usage.
• Collaborate with internal IT teams to schedule application updates and system upgrades.

Required profile

• Bachelor’s degree in Computer Science or related field.
• 3‑4 years of helpdesk or ticket‑based support experience.
• Strong knowledge of Microsoft Windows, Office, Outlook, and macOS.
• Experience with VPN, two‑factor authentication, and networked printers.
• Familiarity with cloud‑based desktop applications and virtualization (Citrix, VMware).
• Excellent problem‑solving, communication, and independent work skills.

Required skills

• ServiceNow, ServiceDesk, Jira
• Windows OS
• macOS
• Microsoft Office & Outlook
• VPN & two‑factor authentication
• Networked printer setup and troubleshooting
• iPhone & Android device support
• Citrix
• VMware
• Laptop imaging/deployment tools