Technical Support Officer

Technical Support Officer

JOB PURPOSE
Resolves computer systems and network problems for clients and provide technical assistance to computer
users in the use of hardware and software inclusive of printing, installation, word processing, electronic
mail and operating systems.

KEY OUTPUTS
 Information conveyed to users is usable and accurate
 Resolution of computer related issues.
 Working computers and related equipment

PERFORMANCE CRITERIA
 Correct diagnoses and resolution of systems and computer issues
 Users properly trained in the use of hardware and software
 Properly install computers and related equipment

WORKING CONDITIONS
Normal Working Hours 

Monday to Thursday 8:30 – 5:00
Friday 8:30 – 4:00
Work Environment Normal office conditions.

SPECIAL WORKING CONDITIONS
Will be required to work beyond normal working hours.

LIASES WITH
Internally: Executives, Managers, Supervisors and other internal stakeholders
Externally: Computer Supplies and Repair Services

JOB RESPONSIBILITY
 Trains users in the proper use of hardware and software
 Inspects equipment, install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specification
 Monitors the daily performance of computer systems
 Prepares evaluations of software and hardware and recommend improvement or upgrade
 Sets up equipment for employee use, performing or ensuring proper installation of cable, operating systems and appropriate software.
 Answers users’ inquiries regarding computer hardware and software operation to resolve problems
 Enters commands and observe system functioning to verify correct operations and detect errors
 Maintains a record of daily data communication transactions, problems and remedial action taken and installation activities.
 Refers major hardware or software problems or defective products to vendors or technicians for service.
 Under direction, confers with staff to establish requirements for new systems or modifications.
 Provides support documentation or procedural documentation on computers/systems
 Performs other related duties as is required from time to time.

DIMENSION/AUTHORITY
 Liaise with users of computers and internal systems
 Troubleshoot and remedy software and hardware issues
 Install computers and peripheral equipment
 Recommend software and hardware acquisition
.
KEY COMPETENCIES
 Ability to operate computer and peripheral equipment.
 Effective communication skills
 Ability to troubleshoot and diagnose PC software and minor hardware problems.
 Ability to prepare records and maintain reports
 Sound interpersonal skills
 Ability to make sound independent judgment within guidelines
 Sound knowledge of PC hardware, operations and characteristics
 Working knowledge of standard database, word processing, spreadsheet, desktop publishing, flow charting and other PC Software packages

QUALIFICATION & EXPERIENCE
• Diploma in PC Mechanics
• Certification in Microsoft Office
• At least four (4) years related working experience.