Technical and User Support Officer (MIS/IT 4)

Job Purpose

Under the supervision of the Technical and User Support Manager, the Technical and User Support Officer will provide technical computer support that will allow users within the Ministry to carry out their functions more efficiently. Specifically, the incumbent is responsible for monitoring and maintaining the computer systems and networks of the Ministry, which include installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and applications problems, either over the phone or in person. 

Key Responsibilities

Administrative: 

• Participates in the development of the Section’s Corporate/Operational Plans, Budget and Individual Work Plans; 
• Maintains customer service principles, standards and measurements; 
• Prepares and submits monthly/quarterly/annual reports on activities to the Technical and User Support Manager; 
• Attends meetings, conferences, workshops and seminars, as required. 

Technical/Professional: 

• Assists with conducting risk assessment to identify user vulnerabilities and makes recommendations to the Technical and User Support Manager; 
• Assists in the monitoring of networks and its components to prevent illegal or dangerous activities that could compromise the network; 
• Attends meetings and events, as required by the Ministry; 
• Administers in-house training of staff in the use of computer software systems or hardware devices; 
• Prepares and submits manuals and documentation related to training and training needs;
• Prepares and submits monthly support report for submission to the Technical and User Support Manager; 
• Logs all support requests within the relevant platform available to the ICT Branch; 
• Assists in the monitoring and logging of files and updating manual documentation for computer and/or asset inventories within the Ministry; 
• Conducts and submits quarterly asset inventory audit to ensure compliance and assignment locations of these devices; 
• Keeps abreast of new and emerging ICT trends, tips and development, using relevant information technology platforms; 
• Submits report and makes recommendation to Technical and User Support Manager regarding new device specifications, in order to optimize equipment used by specific user groups; 
• Addresses hardware, software and end-user equipment malfunctions, as requested; 
• Installs and configures computer hardware and software, to ensure functionality of end user devices; 
• Monitors and maintains computer systems and networks; 
• Communicates with staff or clients through a series of actions, either face-to-face or over the phone, to set up systems or resolve issues; 
• Performs routine preventative maintenance at least on a quarterly basis, or as requested by the Technical and User Support Manager; 
• Ensures that all computers are protected by installed and configured anti-virus or anti-spyware software; 
• Troubleshoots system or network problems and diagnoses and solves hardware and software faults; 
• Replaces parts, as required; 
• Provides support, including procedural documentation and relevant reports;
• Follows diagrams and written instructions to repair faults or set up a system;
• Supports the role of new applications; 
• Sets up new users’ accounts and profiles and deals with password issues;
• Establishes good working relationships with customers and other professionals, such as software developers; 
• Tests and evaluates new technology; 
• Conducts electrical safety checks on computer equipment; 
• Performs any other related duties that may be assigned from time to time by the Technical and User Support Manager. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills 
• Excellent customer and quality focus 
• Good analytical thinking and reasoning skills 
• Good problem-solving and decision-making skills 
• Good teamwork and co-operation skills 
• Good planning and organizing skills 
• High levels of integrity and professionalism 
• Good interpersonal skills 

Technical: 

• Good knowledge of Microsoft Windows Operating Systems 
• Good knowledge of Microsoft Office applications and related software Good knowledge of Microsoft Projects 
• Good knowledge of Hardware troubleshooting and repairs 
• Good knowledge of Software troubleshooting and configuration 
• Knowledge of Network Infrastructure 

Minimum Required Qualification and Experience

• B.Sc. in Engineering, Computer Science, or related field from a recognized tertiary institution. 

OR 

• Associate Degree/Diploma in Engineering, Computer Science or related field and one (1) year experience in a similar position. 

Special Conditions Associated with the Job

• Exposure to electrical components and circuits; 
• May be required to physically transport or relocate computer and computer related equipment from time to time; 
• May be required to examine cables in a dusty or elevated environment. 

Please note that only shortlisted applicants will be contacted.