We are seeking an IT Technical Specialist who will be the first point of contact for all technical inquiries, providing efficient and friendly support to end-users across the school. This role is crucial for maintaining end-user productivity by diagnosing, troubleshooting, and resolving hardware, software, and network issues in a timely manner.
The ideal candidate will be a proactive customer-service oriented individual with strong technical skills and a passion for helping others.
Key Responsibilities:
Technical Support & Troubleshooting:
- Serve as the primary contact for technical support, responding to inquiries via phone, email, and in-person requests.
- Diagnose and resolve technical hardware and software issues for desktops, laptops, mobile devices, touch screens, printers, smart screens, CCTV, attendance machines, network cables, and other peripherals.
- Troubleshoot problems related to operating systems (Windows, Android), Microsoft Office/O365, LMS and other common business applications.
- Perform remote troubleshooting using diagnostic techniques and remote desktop tools.
- Escalate complex issues to the appropriate IT teams (e.g., Network or Systems Administration) when necessary, ensuring proper documentation and follow-up.
- Assist with the administration of the network devices, and CCTV and NVR systems.
User Account & System Management:
- Administer user accounts, including creation, modification, and termination, across systems like Active Directory and various cloud platforms.
- Manage and reset user passwords and security access rights.
- Install, configure, and deploy new hardware (laptops, desktops), attendance fingerprint, and software for new and existing employees.
- Assist with the setup of user accounts, email, and security permissions during employee onboarding and offboarding.
Documentation & Process Improvement:
- Log, track, and update all support incidents and service requests accurately in the helpdesk ticketing system.
- Maintain a knowledge base by creating and updating technical documentation, user guides, and procedural manuals for common issues.
- Identify recurring technical issues and recommend long-term solutions or process improvements to reduce future support volume.
Qualifications
- Strong knowledge of Microsoft Windows and Android operating systems.
- Proficiency with Microsoft Office 365 administration and troubleshooting.
- Experience with Active Directory for user and group management.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, and wireless connectivity).
- Strong knowledge of hardware installation and troubleshooting including PCs, printers, attendance machines, network devices and cables.
- Good knowledge with help desk ticketing systems and remote support tools
- Good knowledge with WIFI technology, CCTV, NVR systems, and attendance systems.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills, with the ability to explain technical issues to non-technical staff.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail, especially when documenting configurations.
- Willingness to work occasional off-hours or weekends for system maintenance and emergency support.
- Relevant IT certifications (e.g., Microsoft Certified, Cisco) are a plus
