IT Services & Support Officer
Core
Deliver frontline IT support (Level 1 & 1.5) for staff and students, troubleshooting hardware, software, and AV systems while managing service tickets.
Role type
Senior IC IT Service Desk Officer
Builds
Reliable IT operations and end-user technology experience
Domain
Higher Education / IT Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Troubleshooting IT systems and end-user devices, Ticketing system management, Microsoft Office 365 proficiency, Customer service, Team collaboration, Process improvement
Preferred skills
Subject Matter Expertise, Documentation of best practices, Knowledge sharing
Technologies
Microsoft Office 365, Ticketing systems, AV systems
Responsibilities
Act as first point of contact for Level 1 technical support, Troubleshoot and resolve issues related to desktops, laptops, printers, and AV systems, Log and maintain accurate records of service tickets, Assign tickets to second-line support and follow up on resolutions, Monitor unresolved issues and escalate when necessary, Assist in team documentation and knowledge sharing
Seniority
Mid-level, hands-on IC