IT Technical Support Assistant

Job Description

GENERAL PURPOSE OF THE JOB: The IT Technical Support Assistant is responsible for providing timely and accurate technical assistance to end-users, ensuring the smooth operation and optimal use of technology within an organization. Duties AND RESPONSIBILITIES Troubleshoots and resolves of IT-related concerns by accurately diagnosing and resolving hardware, software, network, and security issues, and implementing effective solutions to restore optimal functionality; Provides employees with proactive and reactive user support services through clear guidance, answering queries, and walking users through technical processes, both remotely and in person; Performs tasks like software installation, system configuration, data backups, and security patch application to guarantee optimal performance and minimize vulnerabilities; Escalates situations beyond own expertise and efficiently hands them off to higher-level IT support personnel; Initiates knowledge sharing and captures by documenting all interactions and solutions for future reference and team knowledge sharing, empowering continuous improvement; Stays ahead of the industry standards and practices in Information and Communications Technology by actively learning about emerging technologies and trends, and applying the best possible solution to the company; Delivers clear instructions, creates user guides, and conducts training sessions related to IT Office equipment to minimize support requests and enhance user self-sufficiency; Identifies potential issues in the IT infrastructure and equipment of the Company and takes preventive measures to avoid disruptions or downtime, ensuring system stability and user continuity; and Acts as a liaison between users and IT management, effectively communicating user needs and suggesting improvements to IT services and processes. Other tasks: Assists the Department with the implementation and rollout of new technologies. This could involve testing new systems, providing user training, and documenting processes; Participates in IT projects specifically, in providing technical expertise, feedback, or user insights during project planning and execution as needed; Interacts with vendors on behalf of end-users including troubleshooting issues with vendor-provided software or hardware, and reporting problems; and Performs other related tasks as may assigned by the Immediate Superior JOB PROFILE Educational Background Must possess a Bachelor’s Degree in Information Technology, Computer Science, or any related course Professional Background Must have at least 2 years of work experience in IT helpdesk support. Preferably with relevant IT Certifications Knowledge Requirements Strong understanding of various operating systems: Windows, macOS, Linux, mobile platforms, etc. Proficiency in troubleshooting hardware and software issues: Diagnosing and resolving problems with computers, peripherals, networks, and applications. Networking fundamentals: Knowledge of network protocols, configurations, and troubleshooting techniques. Security awareness: Understanding security best practices, data protection principles, and common threats. Ability to use relevant IT tools and software: Helpdesk ticketing systems, remote access tools, diagnostic software, etc. Skills Requirements Monitoring system performance: Identifying and addressing potential issues before they impact users. Creating and maintaining knowledge bases: Building a repository of solutions and resources for users to access independently. Participating in IT projects: Assisting with the implementation and rollout of new technologies. Providing feedback to IT management: Sharing insights and suggestions for improving IT services and processes Ability Requirements Ability to work independently and as part of a team. Ability to prioritize tasks and meet deadlines. Ability to maintain confidentiality and handle sensitive data. Ability to adapt to changing requirements and technologies. Occupational Safety The position reports to the Head Office and typically has very low to no exposure to occupational and safety hazards. 𝐏𝐇𝐂 𝐢𝐬 𝐚 𝐂𝐨𝐦𝐩𝐚𝐧𝐲 𝐭𝐡𝐚𝐭 𝐯𝐚𝐥𝐮𝐞𝐬 𝐃𝐢𝐯𝐞𝐫𝐬𝐢𝐭𝐲, 𝐄𝐪𝐮𝐚𝐥𝐢𝐭𝐲, 𝐚𝐧𝐝 𝐈𝐧𝐜𝐥𝐮𝐬𝐢𝐨𝐧. 𝐖𝐞 𝐚𝐫𝐞 𝐜𝐨𝐦𝐦𝐢𝐭𝐭𝐞𝐝 𝐭𝐨 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐚 𝐭𝐞𝐚𝐦 𝐰𝐢𝐭𝐡 𝐝𝐢𝐯𝐞𝐫𝐬𝐞 𝐭𝐚𝐥𝐞𝐧𝐭𝐬 𝐚𝐧𝐝 𝐬𝐤𝐢𝐥𝐥𝐬 𝐫𝐞𝐠𝐚𝐫𝐝𝐥𝐞𝐬𝐬 𝐨𝐟 𝐛𝐚𝐜𝐤𝐠𝐫𝐨𝐮𝐧𝐝𝐬 𝐚𝐧𝐝 𝐜𝐫𝐞𝐚𝐭𝐢𝐧𝐠 𝐚𝐧 𝐞𝐧𝐯𝐢𝐫𝐨𝐧𝐦𝐞𝐧𝐭 𝐭𝐡𝐚𝐭 𝐫𝐞𝐬𝐩𝐞𝐜𝐭𝐬 𝐚𝐧𝐝 𝐬𝐮𝐩𝐩𝐨𝐫𝐭𝐬 𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐜𝐞𝐬.