IT Support Officer (225-728)

As an IT Support Officer, you will play a vital role in maintaining the technology infrastructure of our organization. This position involves providing technical assistance, support, and advice to users who are experiencing hardware, software, or network-related issues. You will be responsible for ensuring the smooth operation of IT systems and services, troubleshooting technical problems, and implementing effective solutions to minimize downtime. Your expertise will be instrumental in maintaining optimal system performance and enhancing user satisfaction. You will work closely with other IT professionals to manage incidents, provide robust support, and contribute to ongoing system improvements.

Responsibilities

• Respond promptly and effectively to user queries and technical issues.
• Provide technical support and resolve IT problems in a timely manner.
• Diagnose and troubleshoot software, hardware, and network problems.
• Install, configure, and update computer hardware, software, and peripherals.
• Maintain accurate records of technical issues and solutions in helpdesk software.
• Assist in the setup and maintenance of user accounts and passwords.
• Collaborate with other IT staff to optimize system performance and security.
• Educate users on basic technical procedures and best practices for system use.
• Provide remote and in-person support as necessary to resolve incidents.
• Participate in technical projects and upgrades to improve IT systems.
• Monitor system performance and escalate complex issues to senior staff.
• Ensure adherence to IT security policies and practices at all times.

Requirements

• Bachelor’s degree in Information Technology or related field preferred.
• Proven experience in IT support or a similar technical role required.
• Strong problem-solving skills and a methodical approach to troubleshooting.
• Excellent verbal and written communication skills for user interaction.
• Knowledge of current operating systems, networks, and hardware technology.
• Familiarity with helpdesk and remote support tools and software applications.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.