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The IT Support Officer is responsible for providing technical assistance and support to end-users within the organization. This role involves troubleshooting hardware, software, and network issues to ensure the efficient operation of IT systems. The IT Support Officer will also contribute to IT projects, system upgrades, and security enhancements.

Key Responsibilities:

1. Provide first-line technical support for hardware, software, and network issues.
2. Respond to IT support requests via phone, email, and ticketing system in a timely manner.
3. Diagnose and resolve technical issues, escalating complex problems to higher-level support as needed.
4. Install, configure, and maintain computer systems, peripherals, and software applications.
5. Support IT infrastructure, including servers, networking devices, and cloud-based solutions.
6. Perform system updates, backups, and security patches to maintain cybersecurity standards.
7. Assist with user account management, access control, and IT security compliance.
8. Document IT incidents, solutions, and standard operating procedures.
9. Provide training and guidance to employees on IT best practices and system usage.
10. Assist in IT asset management, ensuring inventory is up-to-date and well-maintained.
11. Participate in IT projects, including system migrations, upgrades, and new implementations.
12. Ensure adherence to company IT policies and procedures.

Key Requirements:

• Strong knowledge of computer hardware, software, and networking principles.
• Experience with troubleshooting Microsoft Office 365, email clients, and cloud applications.
• Familiarity with Active Directory, VPNs, firewalls, and security protocols.
• Knowledge of remote support tools and helpdesk ticketing systems.
• Basic scripting or automation experience (PowerShell, Bash) is a plus.

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational abilities.
• Ability to prioritize tasks and work under pressure.

Skills:

IT Support Responsibilities, Multitasking Skills, Configuration Switches,