Job Description

Job Summary:

The IT Desktop Support Technician is responsible for providing technical support and assistance to end-users across the organization. This role ensures the smooth operation of hardware, software, and networking systems by troubleshooting and resolving IT-related issues in a timely manner. The ideal candidate should have strong problem-solving skills, customer service experience, and a solid understanding of IT systems and applications.

Key Responsibilities:

Provide first-line technical support to users via phone, email, or in-person - primary rule of engagement will be via a ticket. Troubleshoot and resolve hardware, software, and network issues on Windows and Mac operating systems. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Set up and manage user accounts, permissions, and access rights in accordance with company policies. Assist with software installations, updates, and patch management. Maintain IT asset inventory, ensuring accurate records of hardware and software. Support remote users with VPN connectivity and other remote access tools. Document IT support requests, solutions, and troubleshooting steps in a ticketing system. Assist in IT projects, including system upgrades, migrations, and deployments. Ensure compliance with company IT policies, security guidelines, and best practices. Provide training and guidance to end-users on IT-related topics and best practices. Collaborate with other IT team members to enhance overall IT service delivery. Ability to manage printer services as and when needed.

Required Skills & Qualifications:

Bachelor's degree in information technology, Computer Science, or a related field. 2+ years of experience in IT desktop support, help desk, or similar roles. Strong knowledge of Windows and Mac operating systems. Experience with Microsoft Office 365, Active Directory, and remote desktop support. Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, etc.). Familiarity with IT security best practices and endpoint protection tools. Excellent troubleshooting and problem-solving skills. Strong organizational, time management and communication skills with a customer-focused approach. Ability to work independently and manage multiple tasks effectively. Ability to prioritize and easily adapt in a fast-paced environment. Must meet deadlines, accomplish tasks as agreed upon time structures Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are advantageous. Knowledge of scripting or automation (PowerShell, Bash, etc.) is a plus. Experience working in an ITIL-based service management environment. Prior experience in an enterprise environment supporting 500+ users.

Working Conditions:

Full-time, on-site role. May require evening or weekend work for system maintenance. Ability to lift and transport IT equipment.

Remuneration and Benefits Structure:

Competitive

Salary

Comprehensive

Benefits

Package, at the full cost to the Employer including Funeral Cover, Group Life Cover, Disability Cover, Medical Cover Subsidised schooling at Peak Child Paid Maternity and Birthday Leave WIFI access Annual Performance Reviews linked to remuneration adjustments Bursary opportunities

Why should you apply?

Are you a dynamic, results-driven leader with a passion for driving operational excellence? Do you have a knack for inspiring and managing teams to deliver outstanding results? If you're ready to take on an exciting challenge in a fast-paced, high-energy environment, we want to hear from you!

This appointment will be made in line with the Company's Employment Equity Plan.