Information & Technology (IT) Technician

We invite applications for the following role:

 

Reports To: IT Manager

 

Purpose of the Job:

Primary objective is helping businesses maintain the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal ICT Service Desk.  The individual will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

 

Key Accountabilities:

2. Monitor and respond quickly and effectively to requests received through the ICT Service Desk

3. Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority 

4. Install and configure computer systems

5. Modify configurations, utilities, software default settings, etc. for the local workstation

6. Providing support documentation, including procedural documentation 

7. Troubleshooting system and network problems and diagnosing and solving hardware/software faults

8. Assist with onboarding of new users 

9. Utilize excellent customer service skills and exceed customers’ expectations

10. Ensure each workstation has been configured properly to enable end users to perform their tasks effectively and efficiently

11. Diagnose computer problems, monitor computer processing systems, install software and perform tests on computer equipment and programs

12. Maintain inventory of all equipment, software and software licenses

13. Report issues to the Service Desk for escalation

14. Assign users and computers to proper groups in Active Directory

15. Perform timely workstation hardware and software upgrades/replacements as required

16. Perform ad-hoc ICT duties as requested

 

Required Knowledge and Skills:

• 1+ Years of relevant industry experience or

• A+, N+ Certification with 2 years working experience

 

Technical: 

• Technical computer knowledge 

• Technical writing 

 

Analytical: 

• Analytical and conceptual expertise 

• Planning, documentation, analysis and business requirements management techniques

• Administrative and reporting abilities

 

Business: 

• Knowledge of business processes  

• Case development

• Business writing 

 

Management: 

• Decision-making 

• Management of customer relationships 

• Management of organizational changes 

• Time management and personal organization skills  

• Integrity and ethics 

 

• Communication of technical information to a non-technical audience 

• Communication of business information to a technical audience 

• Negotiation Skills 

• Assists in the facilitation of team and client meetings. 

• Delivers informative, well-organized presentations. 

• Understands how to communicate difficult/sensitive information tactfully

 

General Responsibilities

• Flexible in working under changing and different work settings. 

• Maintain high team morale. 

• Adhere to company and project standards and guidelines. 

• Accurate time accounting and reporting of own work. 

• Promptly escalate issues, which affect product delivery and quality that are beyond scope of influence and report same to reporting manager. 

• Pay high attention to detail in all work. 

• Quality, on time delivery of agreed deliverables. 

• Contribute to the company knowledge base and process improvements. 

 

Teamwork 

• Facilitates effective team interaction. 

  Acknowledges and appreciates each team member's contributions

 

Typical Working Conditions:

• Work is performed in an office environment; continuous contact with other staff and/or the public. 

• Occasional travel to outside branches is required.

 

Core Values required [guiding us in our decisions and our basis for performance measurement]

1) Simple

2) Appropriate

3) Responsive

4) Accessible

5) Inclusive 

6) Ethical