Technical & User Support Officer (MIS/IT 4)

JOB PURPOSE

Under the leadership and direction of the Senior Technical & User Support Officer, the Technical User Support Officer provides technical support to include acquisition, installation, and maintenance of personal computers and software, with local area network and wide area network connections; provide installation and support of equipment connected to centralized host systems and advice to users/clients across multiple locations, platforms and technologies in MOJ.

KEY RESPONSIBILITIE

• Troubleshoots hardware and software issues as they arise and effect the necessary corrective actions;
• Maintains virus protection;
• Updates IT inventory upon removal/dispatch/redeployment of equipment/software;
• Logs all requests to helpdesk for IT support;
• Performs scheduled cleaning of all computing equipment in care of the users and reporting incidents of misuse;
• Promotes and ensures the use of agreed methods, tools and reference material to drive efficiency and consistency within the team;
• Analyses and reports on the performance of assigned systems and applications to guide owners in the development of business cases for necessary upgrades or decisions that will reduce issues and/or eliminate adverse impacts upon service delivery;
• Manages the first point of contact and day to day technical support to end users/clients;
• Investigates, diagnoses, resolves and recovers initial support requests and works with ICT teams/vendors on complex problems;
• Takes ownership of user problems, follows up the status of problems on behalf of the user, and ommunicates progress in a timely manner.
• Escalates complex ICT problems to the appropriate process owner when necessary;
• Documents problem status and resolution in tracking log/system;
• Develops, reviews and maintains support documentation to assist others in restoring services and reduce the impact of unplanned outages;
• Consults with users/clients to determine hardware, software, or system functionality issues;
• Assists in the deployment of new or upgraded software and hardware;
• Performs configuration changes, updates and upgrades, as directed;
• Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications;
• Provides user access service and on-going support of related ICT solutions;
• Provides technical support to meetings/events that include video and telephone conferencing;
• Monitors and communicates system status to internal management;
• Diagnoses and resolves user/client workstation and mobile device hardware and software issues;
• Initiates and completes outcome investigations for problems;
• Creates and implements temporary solutions until permanent solutions can be executed;
• Assists systems, application development and vendor professionals, as needed to resolve problems;
• Collaborates in the development of service level agreements and takes steps to meet or exceed targets;
• Explains service procedures to users/clients;
• Follows up in a timely manner to ensure customer satisfaction;
• Tracks and analyzes performance metrics;
• Identifies recurring and potential problems and notifies team members;
• Recommends procedures and controls for service improvements, as well as ideas for improving queue time, and first contact resolution;
• Conducts testing based on and related to user or system design specifications;
• Identifies user/client training needs based on common problems;
• Designs and provides training on new or existing functionality or services, as well as to less experienced technical support staff and end users on usage of software and equipment;
• Creates and submits documented resolution to knowledge base;
• Alerts related ICT team members about recurring problems;
• Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity.

REQUIRED COMPETENCIES

Core Competencies

• Oral Communication Use of Technology
• Written Communication Presentation and Reporting
• Integrity Good problem-solving skills
• Team Work & Cooperation

Technical/Functional Competencies

• Initiative Goal/result oriented
• Compliance Planning and organizing skills
• Time Management
• Interpersonal
• Adaptability
• Customer and Quality Focus

MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE

• Bachelor’s Degree in Computing, Computer Science, ICT, Management Information Systems, Computer Engineering, or a related discipline;
• Two (2) years related experience.

The Ministry of Justice thanks all applicants for their interest, but only those shortlisted will be contacted.