IT Support Assistant

Job Summary

StratusPoint Digital Horizon Limited is looking for a motivated and detail-oriented IT Support Assistant to provide first-line technical support to employees and ensure the smooth operation of the organization's IT systems. The successful candidate will assist in troubleshooting hardware and software issues, maintaining computer systems, supporting users, and ensuring that technology resources are available and functioning efficiently.

Key Responsibilities

1. Provide first-line technical support to staff for hardware, software, and network-related issues.
2. Install, configure, and maintain desktop computers, laptops, printers, scanners, and other IT equipment.
3. Troubleshoot and resolve hardware, software, email, and connectivity problems.
4. Assist with the installation, configuration, and updating of operating systems and business applications.
5. Set up user accounts, passwords, and access permissions in accordance with company policies.
6. Maintain an inventory of IT equipment, software licenses, and related assets.
7. Perform routine system maintenance, updates, and backups.
8. Support video conferencing systems and meeting room technology.
9. Assist in monitoring network performance and reporting issues to senior IT staff.
10. Document technical issues, resolutions, and support activities using the organization's help desk system.
11. Escalate complex technical problems to the IT Support Officer or IT Manager when necessary.
12. Educate users on basic IT best practices and cybersecurity awareness.
13. Ensure compliance with IT security policies and data protection standards.
14. Assist with onboarding and offboarding employees by setting up or disabling user accounts and equipment.
15. Participate in IT projects and system upgrades as assigned.

Required Qualifications

1. Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
2. Minimum of 1–3 years of experience in an IT support or help desk role.
3. Relevant IT certifications such as CompTIA A+, Network+, Microsoft Certified Fundamentals, or Google IT Support Professional Certificate are an added advantage.

What is the minimum requirement?

We specify minimum requirements which means you must satisfy the criteria in order to be considered for the role. Please do not apply if you don’t meet the minimum requirements.

Minimum Requirements

1. Knowledge of Windows operating systems and Microsoft Office 365.
2. Basic understanding of computer hardware, networking, and peripheral devices.
3. Familiarity with Active Directory, user account management, and email systems.
4. Strong troubleshooting and problem-solving skills.
5. Good understanding of LAN/WAN networks, Wi-Fi, and internet connectivity.
6. Excellent communication and customer service skills.
7. Ability to prioritize and manage multiple support requests.
8. Strong organizational and documentation skills.
9. Ability to work independently and as part of a team.
10. Willingness to learn new technologies and adapt to changing IT environments.

Preferred Requirements

What are preferred requirements?

We specify preferred requirements which are not mandatory for the role but satisfying them will provide you a greater chance to be considered for this role.

1. Experience supporting cloud-based services such as Microsoft 365 or Google Workspace.
2. Familiarity with remote support tools and ticketing systems.
3. Knowledge of basic cybersecurity practices and endpoint protection.
4. Experience with printer management and network troubleshooting.
5. Key Competencies
6. Technical Troubleshooting
7. Customer Service Orientation
8. Communication Skills
9. Time Management
10. Attention to Detail
11. Teamwork
12. Adaptability
13. Problem Solving
14. Accountability
15. Continuous Learning
16. Performance Indicators (KPIs)
17. Average response and resolution time for IT support requests.
18. User satisfaction ratings.
19. System and equipment uptime.
20. Accuracy of IT documentation and inventory records.
21. Successful completion of assigned IT projects and maintenance tasks.
22. Compliance with IT security and organizational policies.