Accountable for front line IT support for both hardware and software issues for users requiring assistance by phone, email or the helpdesk management system.
Responsible for initial level of problem identification and attempts to resolve when appropriate. Otherwise, documents troubleshooting efforts in problem ticket and escalates the case accordingly and follows up to a successful closeout.
Track issues to resolution updating the internal helpdesk management system as appropriate.
Perform the deployment and or redeployment of end-user’s computers (format, install OS and drivers, applications, printers etc.).
Support and troubleshoot printers, hardware peripherals, smartphones and applications.
Develop, maintain and update documentation.
Maintain Web & SPAM filters including quarantined items.
Provide end-user training as required.
Supports and in some case lead relevant IT projects that supports the organisation’s growth.
Provide a helpful and professional service at all times.
CONTACTS: Internal staff
JOB TITLES DIRECTLY SUPERVISED:
· Office environment
· Periodically perform tasks in server room environment
· Flexibility to travel to other facilities
ACCOUNTABILITY/ SCOPE OF POSITION: