Specialist IT Support

Position Summary

Job Summary

The Specialist - IT Support is responsible to provide continuous support to HCT Central Services in a timely, effective and efficient manner. The incumbent is also responsible to support Campus IT teams as and when needed for systems hosted centrally.

Main Responsibilities

Operational

• Liaise with Specialist - IT Helpdesk to understand end-users’ requests and needs.
• Consult with end users to determine hardware, software or system issues.
• Diagnose and resolve end-users’ workstation and/or mobile device hardware and software issues in a timely, effective and efficient manner.
• Support users in Central Services with the installation and upgrading of software, implementation of file backups, and configurations of systems and applications as and when needed.
• Support users with troubleshooting in a timely, effective and efficient manner.
• Escalate issues to appropriate IT section as and when needed.
• Manage AV in Central Services in a timely and accurate manner.
• Liaise with campus IT team as and when needed for the resolution of issues; this includes, but is not limited to, issues related to videoconferencing and other resources hosted centrally.
• Identify recurrent IT issues and support in the enhancement of IT services.