IT Technical Support Staff

JOB SUMMARY

Under the direct supervision of the IT Operations Officer or Infra Manager. Responsible for providing technical assistance and maintenance of computers, printers, network equipment and peripherals. Responsibilities require proper coordination with and approval from the Coordinator, Network Administrator, and Infra Manager.

DUTIES AND RESPONSIBILITIES

1. Equipment and Software Operational Support

a. Installs and configures computers and peripherals on data networks. b. Guides and trains Clinic staff in resolving problems.

b. Assist in capacity planning of computers.

c. Deploy computers, software, printers, and components according to assigned schedule.

d. Coordinate activities of external contractors completing installations of system and hardware.

2. Computer Services Helpdesk Support

a. Provide levels 1 & 2 support in all hardware/software issues and requests.

b. Analyzes problem (technical and operational) and propose workable solutions.

c. Assist in the support of administrative computer-based applications. d. Evaluate, prioritize, and resolve all service calls and incidents reported. e. Presents instructions on complex technical information to a non-technical audience.

3. Network Management & Planning

a. Maintain and monitor network user through system tools provided. b. Mange IT resources to ensure support on all company computing devices.

b. Ensures reliability, availability, and performance of network systems.

4. Administrative and Leadership Functions

a. Assist in the maintenance of IT inventory (hardware/software deployed).

b. Interact with vendor on hardware POC, maintenance and support.

c. Mentor, lead and provide orientation and training to new support staff.

d. Lead and supervise IT projects as directed.

e. Ensures data confidentiality, integrity, security, and availability.