ICT Officer (Systems) at United States International University - USIU Africa

Job summary:

The ICT Officer (Systems) is responsible for capturing incoming hardware and software calls from various user stations and resolving them online via remote control support where applicable or escalated.

Key Responsibilities/Tasks/Duties:

• Capturing on the helpdesk system the details to all user requests as they come in via phone or email.
• Resolving level 1 calls (MS Office, User permissions, Internet Access, Printing errors, etc.) over the phone or remotely by employing comprehensive problem analysis and customer service skills.
• Assigning level 2 and 3 calls to appropriate ICT Specialists in the various sections
• Ensure equipment is available to students, faculty and administration staff as per requests.
• Maintain and control user authentication information details for access and security.
• Ensuring all calls are appropriately assigned, escalated, completed and closed.
• Develop and conduct user training programs as well as maintain and update system procedure manuals to improve on performance standards.
• Hands-on experience of handling websites and SEO.
• Will be responsible for developing the following Reports: Weekly Activity Reports, checklist Reports, and ticket Resolution Reports.
• Perform any other duties as may be assigned from time to time.

Minimum Educational Qualifications and Professional Experience:

• Bachelor’s degree in Information Technology.
• Professional qualification: Microsoft, Networking or Security Certification
• Experience: At least 3 years

Personal Attributes & Competencies:

• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Knowledge of multimedia technologies, including projectors, interactive displays, sound systems, video conferencing, and related accessories.
• Familiarity with equipment and software commonly used in educational settings.