IT Helpdesk Assistant

Function: serves as support and technical assistance to BIG’s team members and assists IT Developer & Network Coordinator and IT department in various required tasks.

Primary responsibilities:

  • User Support:
    • First level contact to respond to queries via IT tickets, chat, email, phone or in person.
    • Diagnose, research and resolve hardware and software issues.
    • Escalate problems to correct resources if difficulties to resolve by himself (another level).
  • System Maintenance:
    • Performing routine maintenance tasks such as system updates, patches, and backups.
    • Monitoring system performance and responding to alerts or issues as they arise.
    • Managing user accounts, permissions, and access control.
  • Hardware Management:
    • Configuring and deploying new devices for users.
    • Troubleshooting hardware issues and coordinating repairs or replacements as necessary.
    • First contact with IT suppliers, comparing prices and order new equipment when needed.
    • Maintaining inventory of hardware assets.
    • Prepare user workstations, including computer, monitors, keyboard, docking station and ensuring tidy cable management.
  • Documentation and Training:
    • Document troubleshooting steps, and solutions for common issues.
    • Providing induction training for new employees.
    • Conducting training sessions and workshops for users on IT tools, applications, and best practices.
  • Project Support:
    • Assisting with IT projects such as software upgrades, hardware migrations, and system integrations.
    • Providing technical support during project planning, execution, and testing phases.

 

Knowledge, Skills and Abilities Required:

  • Communication skills and patience when assisting users.
  • Ability to communicate technical information clearly to non-technical users.
  • Good written and speaking English.
  • Analytical thinking and problem-solving mindset.
  • Ability and willingness to learn new technologies.
  • Knowledge of M365, Teams, SharePoint Online, Exchange Online, Intune, and Windows OS.
  • Understanding of IT security principles.

 

Nice to have:

  • Experience with Linux OS.
  • Scripting and automating skills.
  • Familiarity with networking concepts

 

What is offered:

A stimulating international environment and a competitive salary and benefits package. Send your motivation letter and cv to recruitment@bigagainstbc.org