IT Support Officer

Responsibilities:

• Provide 1st-level technical support to users through phone, email, chat, or in person.
• Troubleshoot common hardware and software issues on desktops, laptops, printers, and other IT devices.
• Install, configure, and maintain Windows operating systems and applications.
• Assist users with Microsoft Office/Microsoft 365 applications, including Outlook, Word, Excel, Teams, and basic account issues.
• Perform basic network troubleshooting, including LAN/Wi-Fi connectivity, IP addresses, DNS, and internet access.
• Create and manage user accounts and perform basic tasks in Active Directory, such as password resets and account unlocks.
• Assist with the setup and configuration of computers, printers, mobile devices, and other IT equipment.
• Escalate complex technical issues to senior IT personnel or relevant support teams when necessary.
• Maintain accurate records of IT incidents, requests, equipment, and resolutions.
• Assist with IT asset management, including tracking computers, peripherals, software, and other company equipment.
• Support routine software updates, antivirus checks, backups, and basic system maintenance.
• Assist in setting up new employees with computers, email accounts, applications, and required access.
• Provide basic support for telephony, printers, CCTV, and other office IT systems where required.
• Follow established IT policies, procedures, and security practices.
• Assist in documenting common technical issues and creating simple user guides and troubleshooting procedures.
• Research IT Processes.

Requirements:

• Minimum of an HND in Computer Science, Information Technology, Computer Engineering, or a related field.
• 1–3 years of experience in IT Support, Help Desk, Desktop Support, or a similar role.
• Good knowledge of Windows operating systems and basic computer hardware/software troubleshooting.
• Basic knowledge of Microsoft Office/Microsoft 365 applications.
• Basic understanding of networking concepts, including TCP/IP, DHCP, DNS, LAN, Wi-Fi, and internet connectivity.
• Basic experience with Active Directory is an advantage.
• Good understanding of computer hardware, peripherals, printers, and other common IT equipment.
• Basic knowledge of IT security practices, such as antivirus, password security, access control, and safe computing.
• Experience with an IT ticketing/help desk system is an advantage but not mandatory.
• Cloud knowledge is not required, although basic familiarity with cloud services such as Microsoft 365 is an advantage.

Certifications:

The following are advantageous but not mandatory:

• CompTIA A+
• ITIL Foundation
• Microsoft certifications
• Google IT Support Certificate
• Other relevant IT support certifications