The IT Assistant is responsible for providing service desk support to users and is a member of Jhpiego’s Global IT team and will follow technical direction from the IT Officer in Jhpiego’s South Africa office and the Director of IT. The nature of the work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.
Responsibilities
User Support
Respond to end-user support requests
Operation of service desk system
Provide Tier 1 user support (diagnosis and resolution of basic desktop/laptop, printer, peripheral and software faults)
Escalation of service requests and follow up as necessary
Ensure that end-user data is properly backed-up
Install and manage end-user software as needed, including updates
Maintain computers including parts replacement
Maintain printers and All-in-One Copiers
User Training
Identification of routine desktop and application support issues and provision of training for staff as required.
Maintenance of IT User Guide
Ensuring user compliance with IT policies and guidelines
Administration
Management of IT equipment inventory
Maintenance of IT equipment, software and inventory records
Management of loaner equipment pool
Other
Other duties as necessary and as assigned.
Required Qualifications
A Bachelor degree in Informatics/Computer Science or equivalent knowledge and skills
CompTIA A+ Certification
CompTIA Network+ Certification
Experience / Skills / Knowledge
3 years’ experience in a similar role.
Extensive experience with desktop and laptop hardware from major vendors
Extensive experience supporting desktops, laptops, and mobile devices
Extensive experience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat, and other common desktop applications
Experience with Microsoft Office 365
Highly developed troubleshooting skills and processes
Ability to explain technical issues to a non-technical audience
Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
Ability to work in a team and foster teamwork in others
Able to carry loads of 50 lbs, including servers, printers and computers for physical setup
Understanding of the importance of documenting system configuration information.
A broad variety of IT and support management skills including the ability to discriminate between incidents and problems and knowing when a quick fix is not sufficient to permanently resolve a problem.
Ability to identify and categorize relevant information about changes in configuration for recording purposes.
Be self-motivated, proactive and have a positive attitude to work requiring minimum supervision.
Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
Be cooperative, hardworking, flexible & dependable.
Ability to communicate effectively, instilling trust and confidence.
Excellent interpersonal and communication skills.
Be willing to take on extra responsibilities in order to achieve the goals/objectives set by the organization
Preferred Qualifications
Experience with Windows Server 2008 R2, 2012 R2, 2016
Experience with VMware ESXi and/or Microsoft Hyper-V virtualisation platforms
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