Accountable for the installation, maintenance, and support of various hardware and software components, as well as peripherals, used throughout the organization.
Responsible for receiving and handling user requests for support in accordance with established procedures. They promptly respond to these requests by providing information to resolve the issue or escalate the ticket as needed.
The role maintains detailed records of actions taken and provides technical expertise to ensure that operational procedures are correctly applied.
The individual in this position is customer-focused and takes a proactive approach to provide personalized advice and guidance to users. They also educate users on available systems, products, and services while ensuring that all IT service requests adhere to company policy.
The individual in this role participates in operational meetings and training sessions as part of their ongoing commitment to staying informed of system and process changes as they arise.
Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
Maintain and follow IT asset lifecycle policies and procedures.
Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.
Required Experience
1–3 years experience in relevant technology functions required
Has acquired experience of controlling IT assets and changes according to established principles
Working in a Support/Service Desk providing support to a complex customer base
Diagnosing and resolving complex IT-related support requests (hardware, software, and applications)
Processes and procedures based on the ITIL Framework (Incident, Problem, Change, etc.)
HDI Desktop Support Technician
A+ Certification
Demonstrated experience with Microsoft Windows-based products, Microsoft Office, and Office 365
Demonstrated experience with Adobe Acrobat, macOS, iOS, and Android OS
Ability to work independently; must be able to manage deadlines and multiple projects concurrently
Experience creating, managing, and maintaining user accounts with Microsoft Active Directory a plus
Strong written, verbal, telephonic, and interpersonal communication skills
