Business Support Officer I (IT Support Technician) at icipe - African Insect Science for Food and Health

Overall Purpose of the Job

The position is open to a career driven IT Support Technician who thrives on the variety and challenge that this type of role offers. The incumbent will be tasked with delivery of first level technical support at the ICT
office. They will provide IT desktop and technical support to all staff & partners for the delivery of a wide range of IT Services including monitoring and maintaining various computer systems, installing and
configuring hardware and software.

Specific Duties

ICT Support Staff (end-users):

• Taking user support requests and calls and taking measures to fulfil them.
• Taking staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Provide support and/or troubleshooting for application (Windows, MS Office, antivirus, finance, procurement and HR services) related issues.
• Configuration and operation of videoconferencing services (ZOOM, MS Teams) and hardware (Audio/visual systems).
• Set up new users' accounts and profiles and deal with password issues.
• Handle periodic maintenance of hardware and software (computer and printer servicing, minor repairs, and software updates).
• Installation, configuration and troubleshooting of desktop hardware.
• Provide support in setting up end-user training activities – induction training in using KONICA shared printers, basics of MS Office and ZOOM.
• Engage with external service providers as required.
• Engage with the rest of the unit for guidance on difficult issues.
• Escalate support queries as required.
• Other tasks as directed by Management.

Operational:

• Identify areas of possible improvement to processes and/or services provided to the Centre by the IT function.
• Handle IT related documentation and relevant reporting.
• Contribute towards the development and roll-out of the Helpdesk system.
• Assist in the development of a standards-based IT department.
• Assist in Asset Management processes (Hardware and Software).
• Document processes and/or services.
• Maintain office facilities including but not limited to conference rooms, meeting rooms, projectors etc.
• Manage consumable and parts (i.e., printing papers, toners).
• Maintain a neat and tidy work environment.
• Other tasks as may be assigned.

Development:

• Show initiative and enthusiasm towards personal and professional development and the development of others in the team as well as increasing their awareness and knowledge of ICT
• Rapidly establish a good working relationship with end-users and other professionals

Requirements/Qualifications

• Bachelor of Science Degree in information Technology (IT), Computer Science or related field.
• 2 years Relevant Work Experience.
• Good communication skills.
• Good level of ICT proficiency, particularly with Windows 10 and Microsoft Office.
• Knowledge on general computer repairs and hardware and software troubleshooting.
• Familiarity with networking, telephony, tele/video conferencing, smartphone hardware and software (iOS, Android, etc.) and mobile phone service technologies.

Core Competencies

• Hardware and software setup and configured.
• Internal users supported.
• External service providers supported.
• Efficient and effective helpdesk administration.

Closing:  10-Nov-22