Position Title: It Support Officer
Employer: ETHIOPIAN AGRICULTURAL TRANSFORMATION INSTITUTE
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 6 months ago
Deadline: Submission date is over
Position Summary
The role of the IT Support Officer is to assist end-users experiencing any procedural or operational difficulties with 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 for ensuring that an effective solution is provided to the user.
Role Responsibilities
In this role, the candidate will provide maintenance of the computer desktop environment by:
- Analyzing requirements
- Resolving problems
- Installing hardware and software solutions
- Supporting the internal IT Helpdesk
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 necessary equipment such as 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, and smartphone setup and deployment for new employees using standard hardware, images, and software.
- Manage printers, scanners, digital senders, and 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 from customers to the appropriate internal team.
Required Qualifications, Competencies, and Experience
- Bachelor’s degree in software engineering, Computer Science, Applied Mathematics, Statistics, Information Systems, Information Technology, Engineering, or a related field.
- Minimum 2 years for a master's degree and 4 years of relevant experience as a help desk technician/officer or in another customer support role.
- Training/certification in industry-standard products, preferably from Microsoft or Cisco.
- Strong computer literacy skills with an emphasis on software, hardware, networking, application knowledge, installations, and use, including Microsoft applications and database applications.
- 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 with a sense of urgency while maintaining a positive attitude.
- Excellent telephone presence with organized follow-up skills.
- Ability to be proactive and take direction while establishing ownership of projects.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Proficiency in English and Amharic.
