IT Support Technician
JOB DESCRIPTION
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IT Support Technician
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Department
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Information Technology (IT)
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Reporting To
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IT Coordinator / IT Lead
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Role Purpose
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To provide first\-level IT support by ensuring all computer hardware, user devices, printers, networking equipment, and basic software remain operational across the organization.
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The role focuses on day\-to\-day execution, installation, maintenance, asset management, and user support while escalating technical, infrastructure, cybersecurity, and strategic matters to the IT Lead.
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Key Responsibilities
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1. End User Support
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\u2022 Provide first\-level technical support to employees..
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\u2022 Troubleshoot basic computer and software issues..
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\u2022 Assist users with login, printer, email, and application\-related problems..
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\u2022 Escalate complex issues to the IT Lead..
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2. Hardware Installation & Maintenance
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\u2022 Install and configure desktops, laptops, monitors, printers, scanners, and peripheral devices..
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\u2022 Replace faulty hardware components..
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\u2022 Coordinate warranty repairs where applicable..
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\u2022 Maintain computer workstations in proper working condition..
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3. Computer Deployment
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\u2022 Prepare new laptops and desktops for employees..
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\u2022 Install approved software applications..
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\u2022 Configure user accounts and standard settings..
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\u2022 Support employee onboarding and workstation setup..
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\u2022 Collect equipment during employee separation..
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4. IT Asset Management
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\u2022 Maintain records of:.
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◦ Laptops.
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◦ Desktops.
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◦ Printers.
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◦ Monitors.
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◦ Network devices.
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◦ Accessories.
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◦ Software licenses.
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\u2022 Track allocation, movement, repairs, and disposal of IT assets..
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\u2022 Conduct periodic physical verification of IT assets..
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5. Network & Connectivity Support
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\u2022 Perform basic troubleshooting of LAN, Wi\-Fi, internet connectivity, and printers..
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\u2022 Assist with installation of networking devices under supervision..
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\u2022 Coordinate with Internet Service Providers and external vendors when instructed..
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6. Software Support
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\u2022 Install approved software applications..
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\u2022 Perform software updates..
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\u2022 Install antivirus and security software..
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\u2022 Assist users with licensed business applications..
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\u2022 Ensure only authorized software is installed..
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7. Basic Data Support
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\u2022 Assist with approved data transfers between devices..
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\u2022 Perform basic backups under instruction..
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\u2022 Support migration of employee systems..
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\u2022 Handle company data responsibly while maintaining confidentiality..
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8. Vendor Coordination
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\u2022 Coordinate with computer vendors, printer service providers, and hardware suppliers..
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\u2022 Follow up on repairs and replacements..
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\u2022 Maintain service records..
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9. Preventive Maintenance
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\u2022 Perform periodic health checks of IT equipment..
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\u2022 Clean and organize workstation setups..
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\u2022 Monitor equipment condition and report replacement requirements..
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\u2022 Ensure proper cable management and equipment organization..
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10. Documentation
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\u2022 Maintain IT inventory registers..
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\u2022 Update installation records..
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\u2022 Record service requests and resolutions..
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\u2022 Maintain hardware movement logs..
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Key Performance Indicators (KPIs)
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\u2022 IT support requests closed within defined timelines..
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\u2022 Computer and printer uptime..
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\u2022 Accuracy of IT asset records..
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\u2022 Timely workstation setup for new employees..
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\u2022 Preventive maintenance completion rate..
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\u2022 User satisfaction with IT support..
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\u2022 Compliance with IT policies and procedures..
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Technical Competencies
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\u2022 Desktop and Laptop Installation.
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\u2022 Windows Operating Systems.
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\u2022 Printer Configuration.
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\u2022 Basic Networking.
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\u2022 Hardware Troubleshooting.
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\u2022 Software Installation.
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\u2022 Antivirus Management.
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\u2022 IT Asset Management.
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\u2022 Basic Data Backup.
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\u2022 Microsoft Office Support.
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Behavioural Competencies
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\u2022 Service\-Oriented Attitude.
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\u2022 Accountability.
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\u2022 Integrity and Confidentiality.
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\u2022 Attention to Detail.
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\u2022 Problem\-Solving Ability.
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\u2022 Discipline.
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\u2022 Willingness to Learn.
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\u2022 Teamwork.
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\u2022 Good Communication Skills.
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Scope of Authority
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The IT Support Technician is responsible for executing routine IT support activities, maintaining company IT assets, and providing first\-level technical assistance. The role shall not independently modify network infrastructure, server configurations, cybersecurity settings, software licensing policies, or access rights without authorization from the IT Lead.
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Requirements<\/h3>
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Requirements<\/h3>Qualification Requirements
<\/div>Essential
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<\/div>\u2022 Diploma or Bachelor\u2019s Degree in Computer Hardware, Information Technology, Computer Applications, Electronics, or a related discipline..
<\/div>Preferred
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<\/div>\u2022 Microsoft Certified Fundamentals (preferred, not mandatory).
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<\/div>Experience Requirements
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<\/div>\u2022 1\u20134 years of experience in desktop support or IT support..
<\/div>\u2022 Experience in installation and troubleshooting of computer hardware..
<\/div>\u2022 Exposure to manufacturing or office environments preferred..
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Qualification Requirements
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Essential
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\u2022 Diploma or Bachelor\u2019s Degree in Computer Hardware, Information Technology, Computer Applications, Electronics, or a related discipline..
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Preferred
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\u2022 Microsoft Certified Fundamentals (preferred, not mandatory).
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Experience Requirements
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\u2022 1\u20134 years of experience in desktop support or IT support..
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\u2022 Experience in installation and troubleshooting of computer hardware..
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\u2022 Exposure to manufacturing or office environments preferred..
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