Help Desk Technician

Applications are invited from suitably qualified persons to fill the position of Help Desk Technician.

Basic Salary per annum: $3,332,803.00

OBJECTIVES/SUMMARY OF POSITION

Under the general direction of the Manager, Information and Communication Technology the Help Desk Technician ensures that the Tourism Enhancement Fund’s computer systems work effectively. The Help Desk Technician installs computer hardware and software, update applications and perform diagnostic tests and maintenance on computer components.

KEY RESPONSIBILTY AREAS

• Serving as the first point of contact for IT support within the organisation
• Installing, configuring and maintaining software and hardware components of computer and network systems
• Diagnosing and troubleshooting software and hardware issues
• Limited repair and replacement of damaged computer components
• Ensuring the security of client computers by installing and upgrading antivirus and firewall software
• Supporting the TEF staff whenever they encounter challenges with computers and network devices
• Maintaining and updating technical documentation regularly
• Testing new hardware and software before installation
• Helps with the roll out of desktops PCs such responsibilities will include software and hardware upgrade planning and the general execution of desktop rollouts
• Conduct Operating system and application update
• Recommend changes to improve system configurations and determine hardware or software requirements related to such changes
• Monitors, escalates and resolves issues in a timely fashion.
• Interact with staff  through a series of actions, either face to face or over the telephone to help resolve issues.
• Performs and logs scheduled preventative maintenance tasks on user support devices, ensuring minimal downtime and equipment is available to use during operating hours.
• Assist System administrator in identifying and resolving Network issues
• Assists in managing CUG Cell phones

OBJECTIVE/SUMMMARY FOR POSITION

Ensuring the smooth and efficient running of the TEF PC’s and Cellphones by:

• Providing assistance to staff and offering technical support in person via phone or online
• Upgrading, installing, and configuring PC application software
• Creating and managing system permissions and user accounts 
• Performing regular security tests and security monitoring 
• Help Staff resolve hardware and software issues 
• Escalating issues in a timely fashion

MINIMUM EDUCATIONAL REQUIREMENTS AND EXPERIENCE

• Bachelor’s Degree in Computer Science, Information Systems or equivalent.
• Professional certification from Microsoft, COMPTIA  A+ would be an asset
• One (1) year experience as an IT Support/Help Desk Technician or a related capacity.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent Troubleshooting and problem solving skills
• Excellent Communication and interpersonal skills
• Customer-oriented and Patient
• Quality focused
• PC Hardware and Software proficiency
• In-depth knowledge of the Windows and Mac operating systems
• Good report writing skills
• Good interpersonal skills
• Ability to work under pressure
• Communication skills with ability to listen effectively, respond appropriately and maintain mutual comfort level with other employees and clients

Applications accompanied by résumé stating the position in the subject line should be submitted no later than June 26, 2025 to:

Manager, Human Resource & Administration

Tourism Enhancement Fund

60 Knutsford Boulevard

Kingston 5

We thank all applicants however, only shortlisted candidates will be contacted.