End User Support Officer

The Real Estate Board invites applications from suitably qualified persons to fill the following post that is to be assigned to the upcoming Real Estate Authority of Jamaica (REAJ):

End User Support Officer (Level 6)

Vacant – (Three-year contract)

Salary Range: $2,803,771.00 - $3,770,760.00 per annum

Job Summary

Reporting to the Director Records and Information Management Services, the End User Support Officer provides support to the organization for computers and other user devices such as tablets and peripherals such as printers, projectors and scanners, ensuring that they are well maintained, and problems are dealt with in a manner which causes minimum disruption for the users. 

Key Outputs:

• Installs computer hardware.
• Installs computer applications.
• Provides technical support to users.
• Maintains computer and peripherals.

Key Responsibility Areas

Technical/Professional Responsibilities

• Installs Computer Hardware:
  • Read hardware installation manuals and release notes.
  • Plan installation time.
  • Install equipment using given procedures.
  • Test correctness of installation.
  • Notify supervisor and users of successful installation.
  • Notify supervisor and users of any problems which may delay installation.
  • Document flaws or updates in installation or release notes.

• Installs Computer Applications:
  • Read software installation manuals and release notes.
  • Check for adequacy if resources, disk, memory etc.
  • Plan installation time.
  • Install application using given procedures.
  • Testing correctness of installation
  • Notify supervisor and users of successful installation.
  • Notify supervisor and users of any problems which may delay installation.
  • Document flaws or updates in installation or release notes.

• Provides technical support for users:
  • Troubleshoot technical user problems with computer applications, computers, and peripherals.
  • Implement solutions to solve or prevent user problems.
  • Document all temporary/permanent solutions.
  • Maintain technical support user knowledge base to facilitate user self-service.

• Maintains Personal Computers and Peripherals:
  • Clean and service personal computers as per maintenance schedule
  • Ensure that all workstations are protected by UPS.
  • Effect repairs of PCs and peripherals through vendors when necessary and especially during warranty period.
  • Ensure availability of working spares
  • Maintain inventory of all personal computers and peripherals throughout the REB.
  • Maintain log of devices on loan to users and ensure they are returned in proper working condition.
  • Install software patches and maintains up to date anti-virus software protection on all PCs .and mobile devices.
  • Invoke device lockdown procedures (where applicable) when reported as lost or stolen.
  • Provide users with information on care of equipment.

• Provides communication cabling and connectivity support:
  • Install cables for linking computers/workstations to the network.
  • Ensure that computers/workstations are properly connected to the network.
  • Maintain database of relevant network addresses along with workstation inventory.
  • Ensures CUGs are functional for calling and internet (where applicable) and users are conforming to established usage protocols.

• Performs job enrichment tasks as assigned from time to time:
  • Serve on project teams and task forces when required.
  • Keep abreast of new technology in the field.
  • Carry out technical and procedural presentations.

Other Responsibilities

• Undertakes any other duties that may be assigned by the Director, Records and Information Management Services.

Performance Standards:

• All new/modified hardware and application installations meet user requirements and manufacturer’s standards, and estimated deadlines met.
• Problem response and resolution times are within established performance targets.
• User downtime is minimized.
• Users are kept informed of issues affecting their workstations.
• Effective support is provided to assist in the development and/or introduction of new technology to improve the REB's productivity to security and device maintenance and usage policies.
• Prompt provision of technical support /training/guidance to staff regarding the use of computer systems.
• Reports prepared in keeping with guidelines and the agreed timeframe.
• Confidentiality, integrity, and professionalism are displayed in the delivery of duties and interaction with staff and other stakeholders.

Competencies Required:

Core:

• Strong leadership and decision-making skills.
• Understanding of complex information and requirements.
• Excellent written and oral communication skills.
• Ability to develop creative procedures necessary to deal with emergent situations.
• Skilled in managing external relationships/partnerships.
• Excellent research and analytical skills.
• Strong interpersonal skills.
• Ability to effectively express ideas and information, listen actively, receive feedback and respond in a timely and professional manner in order to effectively assist in the realization of the REA’s objectives.
• Teamwork and cooperation skills.
• Excellent organizing skills.
• Integrity
• Ability to work on own initiative.

Technical:

• Good trouble shooting and diagnostic skills.
• Ability to work with a team on projects.
• Working knowledge of the hardware, software, application and integration of:
  • Communication equipment inclusive of switches, hubs and cabling plants;
  • TCP and IP protocols and networking systems;
  • Ethernet-shared media LANs.
  • Mobile devices
• Working knowledge of REAJ ICT operating environments.
• Effective oral and written and communication skills, especially in regards to interaction with non-technical users.

Minimum Education & Experience:

• Diploma in Information Technology or equivalent technical qualification from a recognized institution. E.g., COMPTIA (A+ Certification)

• Two (2) years’ work experience supporting networked workstations and PC applications.

OR

• Equivalent combination of qualifications and experience.

Working Conditions:

• Normal working conditions.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Occasional pressure to meet deadlines to resolve issues.
• May be required to work late or on weekends to meet deadlines and address emergencies.

Application and Deadline:

Applications addressed to the Chief Executive Officer, should be made online no later than Friday, May 24, 2024, via https://rebcsc.bamboohr.com/jobs.

We thank all applicants for their interest. However, only short-listed candidates will be contacted.