PRIMARY RESPONSIBILITIES:
Troubleshoot and solve problems related to various information technology activities, including networks, hardware, software, services, applications, and security.
Devise and execute procedures, methods, and schedules, collaborating with external resources/companies.
Provide technical support to internal end users.
Create problem-solving procedures and technical documentation for end-users and the MIS staff.
Essential Job Functions:
User Support – 30%
Handle technical inquiries and troubleshoot end users’ issues, visiting the location or site of hardware and software issues.
This may include user account setup and management and providing user guides.
Infrastructure Setup and Maintenance – 20%
Install and maintain infrastructure components, such as network devices and servers.
This involves setting up and configuring equipment onsite, performing regular inspections, and conducting maintenance tasks.
Also, respond to incidents and perform recovery operations when issues or failures occur.
Software/License Support – 20%
Provide support for the software/licenses used within our organization.
This includes operating systems, office suites, business applications, etc.
Also, install, configure, troubleshoot, and manage updates to assist in using software effectively.
Incident Management – 20%
Manage incidents and troubleshoot onsite, including receiving and categorizing issues, setting priorities, and escalating if needed.
Collaborate with senior staff and relevant departments to ensure timely problem resolution.
Technical Documentation – 10%
Create troubleshooting guides and technical documentation, which involves developing guides, manuals, and FAQs to assist with problem-solving and providing resources to other support team members.
Requirements:
A few years of IT support experience, such as networks, hardware, software, services, applications, and security.
Onsite work (not remote)