Technical Support Officer

Ensure the stability, integrity, and efficient operation of the in-house information systems. Monitor, maintain all multi-user operating systems, hardware, and application software. Provide first line technical support to business users. Identify, resolve, document issues.

JOB PURPOSE

Responsibility for ensuring the stability, integrity, and efficient operation of the in-house information systems that support organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all multi-user operating systems, hardware, and application software. Provide first line technical support to business users, and apply proven communication, analytical and problem-solving skills to help identify, communicate, resolve, and document issues to maximize the benefit of IT systems investments.

KEY RESPONSIBILITIES, INCLUDE:

• Provide IT service support to all end users - answering, evaluating, and prioritizing requests for assistance from users experiencing problems with hardware, software, networking, computer-related technologies
• Troubleshoot and resolve end-user hardware, operating system, and software related problems, when possible through remote access
• Troubleshoot and resolve basic network and server access problems for end-users, when possible through remote access
• Troubleshoot and resolve issues with LAN and Internet access, voice communications (i.e., Telephone System, Radios, VMTs etc.) and mobile phone.
• Forward technical support issues that cannot be addressed by the business support desk to the appropriate IT personnel
• Record and maintain hardware and software inventories, site and/or server licensing, and user access and security
• Install, configure, and upgrade desktop hardware and peripherals to include; network cards, printers, modems, mice and other computer accessories/peripherals
• Maintain confidentiality with regard to the information being processed, stored or accessed by the network
• Document system problems and resolutions for future reference, maintain system documentation, prepare reports and act as a team member in providing general assistance to the Information Technology department
• Perform routine backups and archival of files stored on the network to assist with disaster recovery.

EDUCATION, EXPERIENCE & KEY COMPETENCIES

• Bachelor’s Degree in Information Technology or Computer Science
• Three (3) years’ working experience
• Comptia A+, N+ or equivalent
• Exposure to project management
• Good knowledge and competency in configuring network and application systems                                 
• Experience with communications and IP telephony systems
• Good working knowledge of Server operating systems including Windows Server 2012, 2016, 2019, Window 7, 8, 10; LINUX/UNIX, etc
• Good understanding of DNS, DHCP, WINS, VPN and VLANs, IP addressing, subnetting and TCP/IP networking
• Critical thinking, problem solving and analysis, documentation and reporting
• Professional interpersonal skills and the ability to communicate technical information to non-technical personnel
• Good knowledge of computers, applications, procedures, and techniques
• Good troubleshooting skills for both electronic hardware and Microsoft Windows related software