Help Desk Technician – Deskside Support (Level 1)

About the role

We are looking for a proactive Help Desk Technician to provide end‑to‑end desktop and laptop support for our users in Marrakesh. The role combines on‑site deskside assistance with remote troubleshooting, ensuring a reliable IT environment for all staff.

Key responsibilities

• Deliver technical support for desktop, laptop, printer, scanner and peripheral devices, handling hardware, software and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user equipment.
• Manage the full device lifecycle: configuration, OS imaging, patching, and vendor‑based hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and on‑site support for Microsoft Office, Outlook, VPN clients and other EUC tools.
• Maintain security compliance, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations.
• Assist with Active Directory user account tasks and basic smart‑hands support.
• Document incident resolution, hardware inventory and technical guides.

Required profile

• Fluent in Arabic and English.
• Level 1 deskside support experience (junior level).
• Ability to work on‑site in Marrakesh and provide remote assistance when needed.
• Familiarity with ITIL incident and request management processes.
• Strong customer‑service orientation and ability to handle VIP situations.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office (including Outlook)
• VPN client administration
• Windows operating system
• macOS basics
• Active Directory
• ITIL practices