About the Job:
In preparation for Samasource’s next phase of growth, we are searching for a seasoned IT Support Advisor. The incumbent is responsible for supporting the organization’s computing infrastructure.
Key Responsibilities:
- Respond to internal users’ IT support requests via Help desk ticketing system.
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide timely resolution of technical problems, ensuring minimal disruption to user productivity.
- Installing, configuring, upgrading and repairing PC hardware & software.
- Assist with onboarding new employees by setting up computers, accounts, and access permissions.
- Conduct periodic backups of the identified information systems.
- Provide training and guidance to end users on IT-related best practices, security policies, and tools.
- Monitor and report on recurring technical issues to identify opportunities for process improvement.
- Logging of incidences in an accurate and informative manner as and when they occur.
- Maintain inventory of IT equipment.
- Regularly conduct preventive maintenance on company hardware (computers, network devices) to ensure optimal performance and prevent system failures.
- Ensure compliance with company IT policies and security protocols.
- Escalate complex issues to higher-level IT support as necessary.
Minimum Qualifications
Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications such as CompTIA A+, ITIL, Cisco, Microsoft or Cloud Infrastructure Certifications are a plus.
Experience:
- 1-3 years of experience in an IT support/helpdesk role.
- Hands-on experience with Windows and macOS operating systems.
- Familiarity with networking basics (TCP/IP, DNS, DHCP).
- Experience with troubleshooting hardware and software issues
Skills & Abilities:
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
- Ability to work both independently and as part of a team.