IT Support Officer

Responsibilities:

• Provide technical support: Respond to inquiries from end-users and resolve technical problems related to software, hardware, and network connectivity. Troubleshoot issues through phone, email, chat, or in-person interaction, ensuring timely and efficient resolution.
• Install and configure systems: Set up and configure computer systems, software applications, printers, and peripheral devices. Install and update operating systems, drivers, and software patches.
• User account management: Create and manage user accounts, including permissions and access levels. Assist with password resets, account lockouts, and user onboarding/offboarding procedures.
• Hardware and software maintenance: Perform regular maintenance tasks, such as system updates, disk cleanup, and hardware inventory. Maintain software licenses and ensure compliance with software usage policies.
• Network and connectivity: Troubleshoot network issues, including connectivity, Wi-Fi, and VPN problems. Assist with the setup and configuration of network devices, such as routers, switches, and firewalls.
• Documentation and knowledge sharing: Maintain accurate records of support requests, resolutions, and system changes using our Ticketing System. Contribute to knowledge base articles and create user-friendly documentation for common issues and solutions.
• IT projects and initiatives: Assist with IT projects, such as system upgrades, software rollouts, and infrastructure enhancements. Collaborate with team members and stakeholders to ensure successful project implementation.
• Security and data protection: Follow security protocols to protect sensitive information and ensure compliance with data protection regulations. Assist with antivirus management, data backup, and disaster recovery procedures.
• Training and guidance: Provide user training and guidance on software applications, IT policies, and best practices. Help users leverage technology effectively and troubleshoot common issues independently.