This position is primarily responsible for assisting with the daily maintenance of the organization’s computer, network systems, helpdesk management and assisting individual staff with resolving computer software and hardware problems(staff support).The position requires flexibility, initiative and confidence in dealing with different types of systems and more importantly, different types of people.
This position reports directly to the IT Support Supervisor.
Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP,DOS/PRM and USCIS policies and procedures regarding ICT systems management for RSC Africa
Mans the helpdesk and categorizes, prioritizes, assigns and escalates IT requests as needed
Responds to help desk requests within the stipulated timelines, and provides first line support
Escalates and follows helpdesk requests to other IT staff per CWS and RSC policies and standard operating procedures
Plans for and delivers IT training to RSC staff
Works with the IT Support Supervisor in analyzing helpdesk data to make inferences on training and technological needs
Conducts field processing circuit ride servers preparation, deployment and remote staff support
Collaborates with and supports the two sub office IT staff in their tasks and various projects
Travels to remote locations for equipment and staff support
Working with the IT Senior specialists on various tasks and projects
When needed, covers the responsibilities of the other IT Specialists
Any other tasks as assigned by the Supervisor or IT Management
Bachelor’s Degree in IT related field is required; other advanced professional training in IT related field is preferred.
2years directly related specialized experience performing the essential duties is required.
Two years’ experience in managing and maintaining computer networks,preferably Windows based networks, is preferred.