IT Associate at Management Sciences For Health - MSH

Job ID: R1665

Job Deccription

• The IT Associate role is to ensure proper computer operation so that end users can accomplish business tasks.
• This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Responsibilities

• Setup and install new devices (Computers, Printers, Scanners e.t.c) according to MSH's standard.
• Assist in the office network administration.
• Attend to incoming help requests from end users via both telephone and email in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from users.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Manager.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals on a monthly basis (monthly report of the work done submitted to the supervisor)
• Prepare the Projector and other presentation materials for quality presentations.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Send weekly status report and timesheet to supervisor.
• Carryout additional tasks issued out by the supervisor in line with the company business.

Qualifications

• University degree in Information Technology or Computer Science
• Knowledge of administrative and clerical procedures
• Knowledge of computers and relevant software application
• Knowledge of customer service principles and practices
• Logical and flexible approach to solving problems, especially when working under pressure
• Verbal and written language skills in English required.
• MCSE, N+ or A+ , CCNA (industry standard professional qualifications)
• Ability to work a switchboard
• Should be able to maintain confidential and private information
• Exceptional interpersonal skills
• Must possess a user first mentality
• Experience with Google Apps
• Exceptional motivation to learn on the job
• Extensive Windows, Mac and iOS or Android experience
• Experience with Python, Dart or GO is a plus
• Familiarity with computer networking, TCP/IP is a plus
• Familiarity with Symatec Altiris is a plus