ICT Technician

Maintains in-house technology equipment and ICT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all Agency hardware and equipment while ensuring their optimal performance.

Jamaica Tertiary Education Commission

JOB DESCRIPTION

JOB TITLE:                                     ICT Technician

JOB GRADE:                                   MIS/IT 3

DIVISION (SECTION):                   CORPORATE SERVICES (ICT Section)

REPORTS TO:                                  Manager, ICT

SUPERVISES DIRECTLY:                Not Applicable

 Job Purpose:

The ICT Technician (Hardware) maintains in-house technology equipment and ICT assets.  This includes installing, configuring, diagnosing, repairing, and upgrading all Agency hardware and equipment while ensuring their optimal performance. The incumbent will also troubleshoot problem areas in a timely and accurate manner, and provide end user training and assistance where required.

Key Outputs:

• Current preventative maintenance schedules
• On-time response to resolve technology issues
• Operational technology devises and equipment 
• Configured computers, communication devises and peripheral equipment
• End User training in productivity tools delivered
• Up-to-date Hardware supplies inventory

Key Duties and Responsibilities

Technical responsibilities:

1. Install, test and maintain a variety of personal computing and network hardware systems; perform diagnostic tests, modify or repair hardware to the board or component level (while honouring the warranty or legal restrictions on the equipment); gather and record appropriate data related to these functions. 
2. Perform post installation checkout, operations and maintenance support.
3. Configures computers, communications devices and peripheral equipment.
4. Build and assemble interconnecting cables and other specialised hardware.
5. Install hardware, cables and related devices.
6. Coordinate personal computer hardware and software troubleshooting, installation, repair, problem diagnosis, and implementation.
7. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
8. Receive calls for assistance, installations, and general maintenance; logs calls and takes appropriate action to ensure a satisfactory response within the established timeframe for the user community; provides management and status reports on all requests. 
9. Liaise with, and provide training and support to, end users and staff on the use of productivity devises and machinery as well as computer operation and other issues as required or instructed
10. Maintain a complete inventory of supplies and parts and request replacements at required reorder levels in a timely manner.
11. Utilise personal computing hardware and software word-processing, spreadsheet, and database applications to perform basic duties including documentation, reporting, scheduling and user support. 
12. Perform any other related duties as required.

Administrative Responsibilities:

1. Recommend and coordinate periodic cleaning and maintenance schedule for Agency’s computers, printers and photocopiers; Liaise with third-party support and PC equipment vendors as required.
2. Administer the maintenance/servicing of machines and print management systems. This includes changing license on software and updating PC with relevant software.
3. Administer the print management group by assigning or removing users from print management groups.
4. Examine devices, record the status of service/repairs and request repairs or disposal according to policy. 
5. Assess areas for new equipment to supply the specifications/workload of the areas. 
6. Prepare and submits relevant schedules and reports as required

Authority to:  

1. Recommend/monitor periodic cleaning and maintenance schedule for Agency’s computers, printers and photocopiers
2. Recommend the issuing of replacement/interim devices
3. Assist in reviewing work peripheral devises and the work of contractors on such devises for conformance to standard
4. Install hardware devices as per approval
5. Recommend repairs
6. Fix/repair devices

Decisions referred to immediate supervisor

1. Approval for the repair/replacement/purchase of productivity devices by vendors.
2. Approval of any travel.

Performance Standards:

• Productivity devices are operational.
• Respond to Help Desk tickets and other queries within established turnaround times.
• Down time of devices is within the stipulated ceiling.
• Users are sensitised to the use of productivity devices.
• Departmental policies, procedures, standards, and ICT controls adhered to. 
• Confidentiality, integrity and professionalism are displayed in the execution of all duties and in personal conduct.

Working Conditions:

• Normal office environment.
• Possibility of being required to work at the weekends, for extended hours/at night and on public holidays to facilitate cleaning of machinery or emergencies. 
• Ability to lift and carry at least 50lbs (ICT related equipment/PC devices) 
• May be required to travel to external locations in support of JTEC activities.

Required Competencies:

Core

• Ability to communicate effectively both orally and in writing 
• Sound knowledge of computer configurations and network operations.
• Good critical thinking, problems solving and decision making skills
• Sound spatial competencies
• Good human relations/customer service ability
• Quick learner

Technical 

Good understanding of various operating systems, 

Internal and External Contacts

Within Jamaica Tertiary Education Commission

Contacts external to the organisation required for the achievement of the position objectives

Minimum Required Education and Experience

BSc. Degree in Computer Science from a recognised tertiary institution

1 year’s experience in a related field

OR

Diploma in Computer Science or Computer Engineering or equivalent qualifications.

At least 2 years’ experience in an IT environment with experience with installation and maintenance of personal computers, operating systems and application software.

OR

Certification in Computer Hardware, Repair and Troubleshooting (CompTIA A+) with 4-5 years’ experience in an IT environment installing, maintaining personal computers, printers, operating systems and application software

Proven ability to communicate effectively both orally and in writing

Exceptional customer orientation.