IT Support Officer (225-901)

An IT Support Officer plays a crucial role in maintaining the computer systems, networks, and devices of an organization. This position involves providing technical assistance to ensure the smooth operation of IT services, addressing software and hardware issues, and supporting other teams by troubleshooting or resolving technical difficulties. As an IT Support Officer, you will be the primary point of contact for internal and external IT-related queries, ensuring high levels of customer satisfaction and service excellence. You'll engage in problem analysis and provide solutions both in-person and remotely, enhancing the efficiency and effectiveness of IT use within the organization. In addition to daily support operations, you will also contribute to IT projects and research new technologies to optimize processes, thereby supporting the strategic objectives of the company.

Responsibilities

• Diagnose and resolve technical hardware and software issues faced by users.
• Maintain and manage user accounts, permissions, and access rights on company systems.
• Provide timely and effective support to staff members across different departments.
• Collaborate with the IT team to implement system upgrades and improvements.
• Monitor and respond to IT support requests submitted through various channels.
• Keeping track of IT inventory and ensuring all equipment is in working order.
• Assist in the installation, configuration, and updating of company software and hardware.
• Document IT processes, technical solutions, and track issues through to resolution.
• Educate and train employees on the use of IT systems and software applications.
• Proactively identify potential IT issues before they affect business operations.
• Participate in planning and implementing IT projects and initiatives as required.
• Ensure adherence to IT policies, procedures, and security protocols consistently.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in an IT support role or similar position in a relevant industry.
• Strong troubleshooting skills and ability to work methodically and logically.
• Excellent communication skills, both verbal and written, for effective support delivery.
• Experience with operating systems, networking, and various software applications.
• Ability to manage multiple priorities and adhere to strict deadlines efficiently.
• Certification in CompTIA A+, Microsoft Certified Professional or equivalent preferred.