IT Support Technician

Support Services Specialist

Job Description:

• This role involves delivering high-quality technical support to staff, employees, and students.
• The Support Services Specialist will troubleshoot hardware and software issues, assist with network connectivity, and resolve IT-related problems efficiently.

Key Responsibilities:

1. Technical Support: Respond to IT support requests via various channels.
2. Diagnose and troubleshoot issues related to hardware, software, printers, and peripherals.
3. Assist users with software installations, updates, and configurations.
4. Network Support: Troubleshoot LAN/WAN issues to ensure network connectivity.
5. Configure and manage network devices, including routers, switches, and access points.
6. User Training and Assistance: Provide guidance on IT policies, tools, and best practices.
7. Assist in onboarding new staff and students by setting up accounts and ensuring access to systems.
8. System Maintenance: Perform routine maintenance on computers, printers, and other IT equipment.
9. Monitor system performance and escalate critical issues to senior IT staff.
10. Helpdesk Management: Log and track all support tickets in the helpdesk system.
11. Ensure timely closure of tickets and provide regular updates to users.
12. Documentation: Maintain detailed records of IT assets, support activities, and technical procedures.
13. Update knowledge base articles to assist users with self-service solutions.
14. Collaboration: Work closely with the IT team to resolve complex issues and implement projects.
15. Provide support during events, conferences, and exams as required.

Requirements:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 1-2 years of experience in IT support or a similar role (fresh graduates with relevant internships may also apply).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Fundamentals are a plus.