The IT Officer is responsible for providing technical support, maintaining IT systems, and assisting with IT project implementation. Reporting to the IT Manager, the role supports the smooth operation of the organization’s IT infrastructure and services.

1.         Technical Support:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot and resolve IT-related problems promptly to minimize downtime and disruptions.
• Install, configure, and maintain computer systems, servers, network devices, and other IT infrastructure components.

2.         User Support:

• Assist users in setting up and configuring new hardware and software applications in a reasonable time frame.
• Provide training and guidance to staff on IT-related matters, including best practices for data security and usage.
• Provide technical support to end-users, addressing hardware and software issues.
• Assist in the setup and configuration of desktops, laptops, and any other peripherals.
• Respond to user inquiries in a professional and courteous manner, ensuring a high level of customer satisfaction.

3.         Network Administration:

• Assist in the management and maintenance of the organization's network infrastructure, including servers, network devices, routers, switches, and firewalls and storage systems.
• Monitor system backups and perform periodic tests to ensure data integrity and disaster recovery readiness.
• Participate in the planning and implementation of IT projects, such as system upgrades, migrations, and expansions.
• Troubleshoot network issues and implement solutions to ensure seamless connectivity.

4.         System Maintenance:

• Monitor IT Systems and infrastructure performance, identify areas for improvement and implement solutions to enhance reliability, scalability and efficiency.
• Implement software patches, updates, and security measures to protect against vulnerabilities and cyber threats.
• Ensure the security of IT systems and data by implementing and maintaining appropriate security measures along with the IT Manager.

5.         IT Project Assistance:

• Support the IT Manager in the planning, implementation, and evaluation \ execute of IT projects and initiatives.
• Assist in researching and evaluating emerging technologies and solutions to improve efficiency and effectiveness.
• Participate in IT related and project meetings, working in team to contribute to the development and execution of the company IT strategy and objectives.

6.         Documentation and Reporting:

• Maintain accurate records of IT assets, including inventory, warranties, licenses, service agreements and maintenance
• Collaborate with vendors, service providers to procure IT related equipment and software.
• Document IT procedures, configurations, and troubleshooting steps for future reference.

7.         Other duties:

• Perform any other cognate duties within the scope of responsibilities.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Professional certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Administrator Associate, CCNA) will be an advantage.
• Minimum of 2–3 years’ experience in IT support, system administration, or a related technical role.
• Proven experience in troubleshooting hardware, software, and network issues.
• Familiarity with ITIL practices or similar service management frameworks is desirable.

Technical Skills:

• Strong knowledge of computer hardware, operating systems (Windows, macOS, Linux), and software applications.
• Proficiency in installing, configuring, and maintaining desktops, laptops, servers, and network equipment.
• Understanding of network protocols, IP addressing, DNS, DHCP, VPN, and network security principles.
• Experience in backup management, disaster recovery, and cybersecurity best practices.
• Ability to implement software patches, updates, and security measures to protect systems.
• Knowledge of virtualization technologies and cloud services is an asset.
• Familiarity with helpdesk ticketing systems and remote support tools.

Soft Skills:

• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills, with the ability to explain technical issues in simple terms.
• Customer-focused attitude with a commitment to high-quality service delivery.
• Good organizational and time management skills, able to prioritize tasks effectively.
• Team player with the ability to work independently under minimal supervision.
• Adaptability to learn and apply new technologies quickly.

Other Attributes:

• High level of integrity and discretion when handling sensitive information.
• Detail-oriented with a proactive approach to system monitoring and maintenance.
• Willingness to work outside normal office hours when required for urgent support or system maintenance.