To provide technical support and assistance to end users in the organization, ensuring effective and efficient use of ICT systems, equipment, and services. The Support Staff plays a vital role in maintaining ICT infrastructure and ensuring timely resolution of ICT-related issues.

Key Responsibilities:

User Support & Troubleshooting

• Provide first-line technical support for hardware, software, network, and printer issues.
• Respond to user queries in person, over the phone, or via email/ticketing system.
• Escalate complex issues to higher-level ICT personnel when necessary.

Hardware & Software Maintenance

• Assist with installation, configuration, and maintenance of computers, laptops, printers, and other peripherals.
• Support software installation, updates, and basic configuration tasks.
• Maintain an up-to-date inventory of ICT equipment.

Network Support

• Assist in maintaining LAN/WAN infrastructure and connectivity.
• Perform basic network troubleshooting and diagnostics.
• Support Wi-Fi connectivity and user access issues.

Data & Systems Support

• Assist in performing system backups and basic data recovery tasks.
• Help with user account creation, password resets, and access rights under supervision.
• Provide support for ERP, HRMIS, and other enterprise applications as guided.

Documentation & Reporting

• Maintain logs of daily activities, support requests, and resolutions.
• Report recurring issues and provide feedback for system improvement.

Training & Awareness

• Assist in training end-users on basic ICT tools and digital literacy.
• Promote cybersecurity best practices among staff.

Compliance & Security

• Support implementation of ICT policies, procedures, and security measures.
• Ensure proper handling and confidentiality of sensitive data.

Qualifications

• Bachelor’s degree in information technology, Computer Science or relevant field.
• 1+ years of experience in an ICT support role is preferred.
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is an added advantage.