JOB PURPOSE

Reports to the Finance Manager.

The IT Support Officer provides technical assistance and support to end-users across an organization. This role involves troubleshooting hardware, software, and network issues, maintaining IT systems, and ensuring smooth day-to-day technology operations. The ideal candidate will have strong problem-solving skills, a customer-service mindset, and a willingness to learn and adapt in a fast-paced environment.

KEY RESPONSIBILTIES

Technical support

• Respond to and resolve technical issues raised by users via phone, email, or in person.
• Diagnoses and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and peripherals.
• Install, configure, and update software applications and operating systems.
• Provide support for basic network issues such as connectivity problems, VPN setup, and access to shared drives.
  System Maintenance.
• Perform routine maintenance on IT equipment to ensure optimal performance.
• Monitor and update antivirus software and ensure systems are protected against security threats.
• Manage IT asset inventory, including hardware and software tracking.
• Back up data as required and assist in data recovery processes.

User Training and Documentation

• Assist users in understanding and effectively using technology tools and systems.
• Create and maintain documentation for troubleshooting procedures, user guides, and IT policies.
• Conduct training sessions for staff on common software or system use.
  Collaboration
• Work closely with other IT team members to resolve complex issues.
• Escalate unresolved technical problems to higher-level support or specialized teams as needed.
• Support the rollout of new technologies or system upgrades.
  Compliance and Security
• Ensure adherence to IT policies and protocols, including data backup and data protection and privacy regulations.
• Report and assist in responding to security incidents or breaches.
• Enforce user account management procedures, including setting up, modifying, and deactivating accounts.

Education and Qualifications

• Grade 12 School Certificate with 5 credits including English and Mathematics
• Bachelor’s degree in information technology, Computer Science, or a related field.

Experience

• 1-3 years of experience in an IT support or helpdesk role.
  Technical skills
• Proficiency in operating systems (Windows, macOS, or Linux) and productivity tools (e.g., Microsoft Office, Google Workspace).
• Basic knowledge of networking concepts, such as IP addressing, DNS, and Wi-Fi troubleshooting.
• Familiarity with hardware diagnostics and repair.
• Understanding of common enterprise tools like Active Directory and remote desktop software.
• Familiar with continuous monitoring.

Soft skills

• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills.
• Patience and a customer-focused attitude.
• Ability to manage multiple tasks and prioritize effectively.

Key Competencies

• Attention to detail and accuracy.
• Ability to work independently or collaboratively within a team.
• Eagerness to learn new technologies and systems.
• Adaptability to changing IT environments.

Work environment

• This position may require occasional evening or weekend work for maintenance, upgrades, or emergency support.
• Physical ability to lift and move IT equipment as needed.