ICT User Support Officer job at Vision Group

The Vision Group is looking to recruit a dynamic and self motivated individual to fill the position of ICT User Support Officer to deliver an excellent ICT service through proactive development and maintenance, and ICT Help desk support to staff within the New Vision and others as directed. Provide front line ICT Support for Users by providing Technical Support and troubleshooting for all aspects of Computer Hardware, Network and Software to ensure User satisfaction.

Key Duties and Responsibilities:

• Provide technical support for all Company Windows and Unix servers where necessary.
• Troubleshooting computer hardware, software, Network and user related issues by establishing the root cause and then fixing the problem to ensure minimal disruption to work.
• Carryout scheduled maintenance for hardware and software by evaluating the computer status to minimize system breakdowns.
• Reporting to the Systems Administrator faults and maintaining logs on servers, desktops and laptops.
• Install and deploy IT equipment with all the required software according to the checklist to ensure that the users have all the necessary tools to work.
• Train users in basic hardware and software use by identifying the ICT knowledge gaps to empower users to carry out their day-to-day activities.
• Identify and assess user IT related needs and advise management so that they can make informed decisions on the user needs.
• Attend to user service requests in a timely manner to ensure that there is always customer satisfaction.

Qualifications, Skills and Experience:

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL V3/V4 is an added advantage.

Working Experience:

• At least 3 years of experience in IT support.

Skills, Knowledge and Abilities

Technical Competences:

• Proficiency in MAC OS, Linux, Windows OS, Microsoft Office Suite, and basic networking.
• Knowledge of IT service management tools (e.g., ticketing systems) is an added advantage.

Behavioral Competences:

• Strong problem-solving and analytical skills.
• Attention to detail and commitment to quality service.
• Good communication and interpersonal abilities.
• Ability to work under pressure and manage multiple tasks.
• Team Player.
• Creativity and innovativeness.
• Time management.
• Flexibility.

• Provide technical support for all Company Windows and Unix servers where necessary.
• Troubleshooting computer hardware, software, Network and user related issues by establishing the root cause and then fixing the problem to ensure minimal disruption to work.
• Carryout scheduled maintenance for hardware and software by evaluating the computer status to minimize system breakdowns.
• Reporting to the Systems Administrator faults and maintaining logs on servers, desktops and laptops.
• Install and deploy IT equipment with all the required software according to the checklist to ensure that the users have all the necessary tools to work.
• Train users in basic hardware and software use by identifying the ICT knowledge gaps to empower users to carry out their day-to-day activities.
• Identify and assess user IT related needs and advise management so that they can make informed decisions on the user needs.
• Attend to user service requests in a timely manner to ensure that there is always customer satisfaction.

• Proficiency in MAC OS, Linux, Windows OS, Microsoft Office Suite, and basic networking.
• Knowledge of IT service management tools (e.g., ticketing systems) is an added advantage.

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL V3/V4 is an added advantage.