Full Description

ROLES & RESPONSIBILITIES

• Respond to incoming IT Support / Helpdesk requests for assistance with computer systems or peripherals (logging, categorizing, prioritizing, and resolving incidents).
• Diagnose and troubleshoot software and hardware issues.
• Provide immediate assistance for urgent and critical issues as a first responder.
• Assist users with the installation, configuration, and ongoing usability of VDI computers, Laptops, peripheral equipment, and software within established standards and guidelines.
• Interact with various levels of IT staff and users to resolve technical issues.
• Train library users on hardware functionality and software programs.
• Maintain an inventory of all hardware and software and prepare daily and monthly reports for the IT Leadership team.
• Ensure that desktop computers and laptops are secure and comply with company policies.
• Install, modify, and repair computer hardware and software, ensuring proper security protocols are followed.
• Collaborate with IT security teams to mitigate vulnerabilities and handle security breaches.
• Liaise with library external vendors for the repair of equipment under warranty or contractual servicing.
• Coordinate with third-party support and equipment vendors to ensure that end-user requirements are met.
• Stay updated on the latest developments in IT support technology trends and use this knowledge to make system improvements.
• Recommend changes to improve systems and network configurations.
• Participate in IT projects as required.
• Assist the Procurement request in ITSM to develop the IT-related scope of work and participate in the technical evaluation.

SKILLS & COMPETENCIES

• Proficient with various operating systems (Windows, macOS)
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
• Familiarity with endpoint security technologies (SEP, firewalls)
• Ability to diagnose and resolve technical problems quickly.
• Skilled in using diagnostic tools and software for IT support.
• Capability to perform root cause analysis for recurring issues.
• Ability to explain technical details to a non-technical audience.
• Proficient in documenting case histories, writing system and resolution documentation, and directing users with step-by-step solutions.
• Commitment to following up with users to ensure complete resolution of issues and user satisfaction.
• Ability to track and manage user requests through ITSM software.
• Ability to work collaboratively in a team setting to share information and resolve complex issues.