PNB Holdings Corporation
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 Bachelorโs 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. ๐๐๐ ๐ข๐ฌ ๐ ๐๐จ๐ฆ๐ฉ๐๐ง๐ฒ ๐ญ๐ก๐๐ญ ๐ฏ๐๐ฅ๐ฎ๐๐ฌ ๐๐ข๐ฏ๐๐ซ๐ฌ๐ข๐ญ๐ฒ, ๐๐ช๐ฎ๐๐ฅ๐ข๐ญ๐ฒ, ๐๐ง๐ ๐๐ง๐๐ฅ๐ฎ๐ฌ๐ข๐จ๐ง. ๐๐ ๐๐ซ๐ ๐๐จ๐ฆ๐ฆ๐ข๐ญ๐ญ๐๐ ๐ญ๐จ ๐๐ฎ๐ข๐ฅ๐๐ข๐ง๐ ๐ ๐ญ๐๐๐ฆ ๐ฐ๐ข๐ญ๐ก ๐๐ข๐ฏ๐๐ซ๐ฌ๐ ๐ญ๐๐ฅ๐๐ง๐ญ๐ฌ ๐๐ง๐ ๐ฌ๐ค๐ข๐ฅ๐ฅ๐ฌ ๐ซ๐๐ ๐๐ซ๐๐ฅ๐๐ฌ๐ฌ ๐จ๐ ๐๐๐๐ค๐ ๐ซ๐จ๐ฎ๐ง๐๐ฌ ๐๐ง๐ ๐๐ซ๐๐๐ญ๐ข๐ง๐ ๐๐ง ๐๐ง๐ฏ๐ข๐ซ๐จ๐ง๐ฆ๐๐ง๐ญ ๐ญ๐ก๐๐ญ ๐ซ๐๐ฌ๐ฉ๐๐๐ญ๐ฌ ๐๐ง๐ ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ๐ฌ ๐ข๐ง๐๐ข๐ฏ๐ข๐๐ฎ๐๐ฅ ๐๐ข๐๐๐๐ซ๐๐ง๐๐๐ฌ.
PNB Holdings Corporation
