IT Support Officer

1. Serve as the first point of contact for all IT support requests via phone, email, or ticketing system.

2. Provide timely and effective technical support and troubleshooting for hardware, software, and network-related issues.

3. Diagnose and resolve technical problems, including system errors, software malfunctions, and connectivity issues.

4. Document all support interactions, including details of the issue, troubleshooting steps taken, and resolutions provided, in the IT service management system.

5. Escalate unresolved issues to the appropriate IT support teams or third-party vendors, ensuring timely resolution and follow-up with users.

6. Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment as needed.

7. Assist with user account management tasks, including account creation, password resets, and access permissions.

8. Collaborate with other IT team members to identify recurring issues and opportunities for process improvements.

9. Keep abreast of new technologies and best practices in IT support and service delivery.

10. Contribute to the development and maintenance of IT documentation, knowledge base articles, and user guides.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a technical support role, preferably in an IT service desk environment.
• Strong knowledge of IT fundamentals, including operating systems (Windows, macOS), hardware components, networking concepts, and software applications.
• Experience with IT service management tools.
• Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
• Exceptional communication skills, both verbal and written, with a customer-oriented approach.
• Ability to multitask, prioritize workload, and work effectively under pressure in a fast-paced environment.