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IT Support Officer
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Role Description
We are seeking a proactive and customer-focused IT Support Officer to provide technical support and ensure the smooth operation of the organization's IT systems and infrastructure. The successful candidate will assist users with hardware, software, network, and system-related issues while maintaining a high level of service quality. This role involves troubleshooting technical problems, configuring IT equipment, supporting system maintenance, and contributing to continuous improvements in IT operations. The ideal candidate is a strong problem solver with excellent communication skills and a commitment to delivering reliable technical support.
Key Responsibilities
- Provide first-level and second-level technical support for hardware, software, and network-related issues.
- Diagnose, troubleshoot, and resolve IT incidents in a timely and efficient manner.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.
- Support operating systems, business applications, email systems, and productivity software.
- Manage user accounts, passwords, and access permissions following security policies.
- Monitor IT systems and escalate complex technical issues when necessary.
- Document incidents, resolutions, and technical procedures using help desk or ticketing systems.
- Perform routine system maintenance, software updates, and equipment inspections.
- Assist with onboarding and offboarding by preparing and configuring user devices and accounts.
- Support network connectivity, Wi-Fi, VPN, and peripheral device troubleshooting.
- Ensure compliance with IT security policies, data protection requirements, and company standards.
- Maintain accurate inventory records for IT assets and equipment.
- Assist in implementing new technologies and improving IT support processes.
- Stay informed about emerging technologies and industry best practices.
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Qualifications
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- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- Strong understanding of computer hardware, operating systems, networking, and IT infrastructure.
- Familiarity with Windows, macOS, and common productivity applications.
- Basic knowledge of Active Directory, Microsoft 365, cloud services, and user account administration.
- Understanding of TCP/IP, DNS, DHCP, VPN, and wireless networking concepts.
- Familiarity with help desk ticketing systems and IT service management practices.
- Basic knowledge of cybersecurity principles and endpoint security.
- Strong analytical and troubleshooting skills with attention to detail.
- Excellent customer service, communication, and interpersonal skills.
- Ability to prioritize tasks and manage multiple support requests effectively.
- Ability to work independently and collaboratively within a team environment.
- Strong organizational and documentation skills.
- Commitment to continuous learning and staying current with IT technologies and best practices.
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