IT Support Staff

The role also includes maintaining and repairing devices, assisting with user training, and supporting multimedia equipment during meetings, presentations, and events.

The Technology Support Staff delivers excellent customer service, maintains accurate documentation, and plays a key role in promoting a reliable and responsive IT support environment.

Key Duties and Responsibilities

• Respond promptly to user-reported technical issues related to laptops, desktops, peripherals, and network connectivity
• Provide first-level support via in-person, phone, email, or remote assistance platforms
• Diagnose and resolve common hardware and software issues using proper tools and techniques
• Escalate complex problems to the Technology Supervisor when necessary

• Perform hardware repairs and upgrades (e.g., hard drives, RAM, keyboards, displays)
• Install and configure software, apply operating system updates, and manage driver installations
• Maintain and manage IT assets including laptops, desktops, and peripherals used in daily operations
• Monitor and ensure the availability of components required for device repairs

• Log, track, and close tickets in the designated IT service desk/ticketing system promptly and accurately
• Maintain detailed troubleshooting records and solutions for future reference and knowledge sharing
• Follow IT documentation protocols to ensure asset tagging, service history, and device ownership are tracked properly

• Assist users with application installations, basic account setups (e.g., email, M365, VPN), and common IT-related requests
• Provide onboarding support for new employees and basic training on IT policies and tools
• Proactively identify ways to improve end-user satisfaction and reduce repeat issues

• Set up and operate audio-visual and presentation equipment for meetings, events, and trainings
• Troubleshoot AV issues before and during scheduled sessions to ensure smooth execution
• Coordinate with admin and facilities team for venue readiness and technical setup

• Contribute feedback to improve IT procedures, policies, and tools used by the Technology Branch
• Stay updated on relevant technologies, industry trends, and best practices in support operations
• Assist with departmental projects and tasks as assigned by the Technology Supervisor or Branch Head

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• At least 1–2 years of experience in a technical support, IT help desk, or hardware repair role
• Prior experience supporting both Windows and Apple environments is a plus
• Familiar with diagnosing hardware and software issues, basic networking, and productivity tools (e.g., Microsoft 365)
• Able to use remote support tools and ticketing systems
• Comfortable handling and setting up AV equipment and peripherals
• Strong problem-solving skills and attention to detail
• Excellent customer service and communication skills
• Demonstrates ownership, reliability, and commitment to task completion
• Willingness to learn, adapt, and contribute to a team-based environment
• Displays initiative and the ability to stay calm under pressure