Overview: Responsibilities:

• Respond to end-user support requests
• Operate the service desk system
• Provide Tier 1 user support (diagnosis and resolution of basic desktop/laptop, printer, peripheral and software faults)
• Escalate service requests and follow up as necessary
• Ensure that end-user data is properly backed-up
• Install and manage end-user software as needed, including updates
• Maintain computers including parts replacement
• Maintain printers and All-in-One Copiers

• Identify routine desktop and application support issues and provide training to staff as required.
• Maintain the IT User Guide and ensure user compliance with IT policies and guidelines
• Ensure user compliance with IT policies and guidelines

• Administer IT equipment inventory
• Assists with the setup of hardware and software systems
• Assists with the maintenance of IT equipment, software and inventory records
• Administer loaner equipment pool
• Ensure consistent system performance and integrity of all transactions
• Safeguard process integrity through review of transactions or processes on an ongoing basis.

• Perform other duties as necessary and assigned.

Preferred Qualifications:

• IT Diploma or other related certification
• MTA/GCP/AWS certification
• 1-3 years’ IT experience as an IT Support Assistant or similar role
• Familiarity with desktop and laptop hardware from major vendors
• Experience providing desktop/laptop/mobile device support
• Experience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat, and other common desktop applications
• Experience with Microsoft Office 365
• Highly developed troubleshooting skills and processes
• Able to carry loads of 50 lbs., including servers, printers and computers for physical setup
• Be self-motivated, proactive and have a positive attitude to work
• Ability to work independently with minimum supervision and ability to work in a team.
• Excellent organizational skills including the ability to handle multiple assignments sometimes under pressure of deadlines.
• Be cooperative, hardworking, flexible & dependable.
• Excellent interpersonal and communication skills (Ability to communicate effectively, instilling trust and confidence).
• Willingness to learn and adapt to new technologies
• Be willing to take on extra responsibilities to achieve the goals/objectives set by the organization

• Bachelor's in Computer Science/IT Degree
• Experience working in donor funded organisations