Technical Support Specialist (IT Technician)

NATURE AND SCOPE:

The Technical Support Specialist (IT Technician) is responsible for installing, maintaining, and repairing hardware & software components of the organization's computers.

SHIFT:

8:30 AM - 5:30 PM

DESCRIPTION OF DUTIES:

• Answer incoming customer calls, determine their requirements, and provide technical support to clients and on-site users.
• Monitor and update Helpdesk requests in real time while proactively addressing client requests and concerns.
• Troubleshoot, diagnose, and resolve hardware, software, and desktop-related issues, including repairing or replacing faulty components where necessary.
• Escalate advanced desktop and technical issues to the appropriate level when required.
• Set up and configure workstations, computers, peripherals, and other IT equipment, ensuring all equipment is properly connected and functional.
• Check computer hardware, including hard drives, mice, keyboards, printers, routers, and other peripherals, to ensure proper functionality.
• Install and configure approved software, drivers, and tools according to work instructions and specifications, with prior approval from the Technical Support Supervisor.
• Provide users with orientation and guidance on operating new software, computer equipment, and related systems.
• Perform daily inventory checks and maintain accurate records of IT equipment.
• Coordinate with the Technical Support Supervisor and team to address network abnormalities and other technical issues in a timely manner.
  

MINIMUM QUALIFICATION REQUIREMENTS:

• Relevant IT Certifications (e.g. CompTIA A+, Microsoft Certified IT Professional)

• Diploma in computer-related courses or their equivalent
• Basic knowledge of and experience with small networks
• At least 6 months - 1 year work experience in a related field of work.
  
  

SKILLS:

• Diagnostic & Problem-Solving: Excellent diagnostic, troubleshooting, and problem-solving skills, with the ability to identify issues and implement effective solutions.
• Organization & Time Management: Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple technical requests efficiently.
• Operating Systems: Knowledgeable in Windows operating systems, including installation, configuration, maintenance, and troubleshooting.
• Hardware & Peripheral Support: Skilled in the installation, maintenance, diagnostics, and troubleshooting of computers, printers, routers, and other peripheral devices.
• Microsoft Applications: Proficient in Microsoft Office Suite and other Microsoft applications.
• Technical Support: Familiar with IT policies, procedures, user expectations, and standard technical support practices.
• Technology Awareness: Keeps up to date with emerging technologies and developments in the IT field.
• Communication: Ability to communicate technical information clearly and effectively, both verbally and in writing, to individuals and groups.
• Proactive Approach: Ability to anticipate potential technical issues, assess situations, and take appropriate action to minimize disruptions and prevent recurring problems.