Technician IT Help Desk

Job Description IT Support Provide first level support for all kinds of IT and information security incidents. Manage all support requests from all channels by logging and routing incident and service tickets to appropriate IT teams. Perform troubleshooting and provide timely technical assistance to users for resolving technical issues and faults. Support IP telephony, video conferencing, and other converged media systems. Operate, monitor, and prioritize security systems, including CCTV cameras and biometric systems within the IT Data Centre. Assist guests and visitors at GCAA premises with technical support. Configure, install, and troubleshoot all Microsoft products, third-party software, account software, HR ID software, licensing software, e-archiving software, desktops, laptops, printers, scanners, Cisco IP phones, and other IT peripherals/devices. Manage the IT Helpdesk ticketing system. Configure and support Blackberry enterprise applications and devices. Provide infrastructure support for desktops and printing solutions through diagnosis and preventive maintenance. Deploy and support antivirus and approved software on client machines. Manage biometric attendance systems and hardware across all locations. User Training and System Awareness Respond to user inquiries via in-person, email, and telephone regarding system operation. Train users on new software and hardware. Assist users in filling out new e-forms such as UAF, RFC, and e-Archival. Provide new employees with ID and password documentation. Asset Management Maintain inventory of desktops, laptops, CDs, DVDs, VOIP phones, Blackberries, printers, scanners, photocopiers, servers, and network devices. Manage disposal of IT-related data securely. Documentation Archive IT-related documents electronically. Update the IT knowledge base. Follow up on all IT electronic requests from initiation to resolution. Reporting Prepare functional reports accurately and timely, meeting GCAA standards. Health, Safety, and Environment Ensure compliance with health, safety, quality, and environmental procedures to guarantee safety, legal compliance, and environmental responsibility. Other Tasks/Accountabilities Perform additional tasks related to the role as requested by management to achieve organizational objectives. #J-18808-Ljbffr