IT Support Officer

Job Summary:

The role of the IT Support Officer is to assist end users who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Complex and/or high-priority problems are elevated to specialized support groups for resolution when needed, but the IT Support Officer is responsible to ensure that an effective solution is provided to the user.

In this role, the candidate will provide maintenance of the computer desktop environment by analysing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. S/he will be responsible for administration and internal support of the Agency’s PCs, laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations. This position will report to the Senior Manager, IT.

Essential Duties:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the helpdesk tracking software.
• Document internal procedures.
• Assist with onboarding of new users.
• Ensure each workstation has a computer, monitor, keyboard, mouse, Docking station, LCD display, hard drive, and any additional specialized equipment.
• Install, test and configure new workstations, peripheral equipment and software.
• Maintain inventory of all equipment, software and software licenses.
• Report issues to the Service Desk for escalation.
• Manage PC/Laptop, tablet, smartphone setup and deployment for new employees using standard hardware, images and software.
• Manage printers, scanners, digital senders, UPS.
• Assign users and computers to proper groups in Active Directory.
• Perform timely workstation hardware and software upgrades as required.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Required Qualifications, Competencies, Skills, Training, and Experience:

• Minimum of a Bachelor's or Master's degree in Software Engineering, Computer Science, Applied Mathematics, Statistics, Information Systems, Information Technology, Engineering, or a related field.
• Minimum 2 years for Master's degree holders and 4 years for BSc holders of relevant experience as a help desk technician/officer or other customer support role.
• Training/certification in industry standard products preferably from Microsoft or Cisco is preferred.
• Strong computer literacy skills with an emphasis on software, hardware, networking, application knowledge, installations and use, Microsoft applications, database applications, Internet, and internet protocols.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Ability to multitask.
• Sense of urgency and ability to maintain a positive attitude.
• Excellent telephone presence with organized follow-up skills.
• Ability to be proactive and able to take direction and establish ownership of projects.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Proficiency in English and Amharic.

Skills Required:

• Computer / Software / It / Data