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