Position Summary:
The role of the IT Support Officer is to assist end-users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the IT Support Officer is responsible to ensure that an effective solution is provided to the user.
In this role, the candidate will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. S/he will be responsible for the administration and internal support of PCs, Laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.
Main duties and responsibilities
Desktop and application support:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Detect, diagnose, and resolve most PC, printer, and peripheral device faults.
- Identify and install essential software patches.
- Identify application compatibility issues
- Connect and check hardware for normal operation
- Set up a suitable desktop environment for users of a networked PC
- Install and test new peripherals as needed, following manufacturerโs instructions to support the use of hardware, such as installing drivers;
- Diagnose and resolve basic PC/laptop, printer, peripheral and software faults, carrying out any required maintenance of applications (e.g., installation service packs).
- Identify routine desktop and application support issues and conduct training for staff as required
- Replace parts as required and directed by the immediate supervisor.
- Provide support documentation, including procedural documentation.
- Respond within agreed time limits to call-outs.
- Maintain a support log, ensuring that time spent on tasks is recorded & update records of installed hardware and software.
- Work continuously on a task until completion (or referral to third parties, if appropriate).
- Prioritize and manage several open cases at one time.
- Test/evaluate new technology.
- Provide comprehensive and effective IT help desk services to staff members.
- Maintain a software library and store original copies of installed applications.
- Defining requirements, visualizing and creating graphics including illustrations, logos, layouts and photos
Network support:
- Follow instructions to run basic network monitoring reports or utilities.
- Perform basic diagnostic and recovery routines on network equipment
Configuration and installation support:
- Assess and differentiate risks to key systems and develop appropriate individual system recovery procedures.
- Identify failing systems and suggest solutions.
- Check for integrity of backups, perform virus protection and Antivirus update tasks.
- Remove viruses from usersโ computers
- Ensure adherence to policy on staff access to data and files.
- Follow processes and tasks described in KGM disaster recovery and maintenance plans.
- Create, maintain, and track IT inventory
- Maintain software license registers, allocate and dispose of computer assets as needed
- Retrieve and record information in a Configuration Management database or log
- Travel to siteย when needed to perform updates/upgrades to IT systems there.
- Other duties as necessary and as assigned.
Qualification and Skills
- University Degree in Computer Science, Information Technology or Related field
- Three to four yearsโ experience in similar capacity, preferably worked in graphics design.
- Excellent communications skills and ability to work as part of a team
- Detail-oriented and sensitive to confidential information
- Strong organizational and time management skills
- Excellent troubleshooting and analyzing skill
- Ability to support client/server based applications.
- Understand the basic principles of structured cabling and the practicalities of connecting network devices.
- Recognize the function of basic network infrastructure such as routers and switches.
- Understand the importance of documenting system configuration information.
- Able to identify and categorize relevant information about changes in configuration for recording purpose.