PC Technician (MIS/IT 4)

Key Responsibilities

• Ensures that an accurate inventory of ICT related assets is maintained as a critical master data for an effective user support service; 
• Ensures that for staff additions or moves, staff work stations are provisioned in a timely manner with the correct applications set and access rights based on the role of the staff member; 
• Ensures that there are adequate number of “seats” for each application in the FID portfolio and that the “seats” are efficiently deployed; 
• Ensures that issues and/or concerns of Branches/Sections are managed and/or escalated to the appropriate level within ICT Branch. 
• Assists client day-to-day functionality and efficiency; 
• Provides technical IT support for desktops, printers, peripherals, telephone systems and mobile devices; 
• Installing, configuring and maintaining desktop equipment and applications;
• Identifies, manages and resolves issues in a timely manner; 
• Responds to customer requests effectively and communicates with them to address issues;
• Consults user guides, technical manuals and other documents to research and implement solutions; 
• Provides advice and training to users in response to identified difficulties;
• Provides business systems, network and Internet support to users in response to identified difficulties;
• Repairs or replaces defective hardware; 
• Referrals of system-wide issues to other members of the ICT Team; 
• Provisioning of user devices with the appropriate package of resources, as defined by policy;
• Supports the effective operation of the issue management systems for the achievement of agreed service levels; 
• Ensures that an accurate inventory of ICT related assets is maintained as critical master data for an effective user support service; 
• Captures formal feedback from the ICT user community as to the quality of ICT services provided and continuously improves service levels. 

Required Knowledge, Skills and Competencies

• Knowledge of ITIL Service Management best practices; 
• Excellent written and oral communication and presentation skills; 
• Excellent knowledge of hardware and software installation; 
• Working knowledge of computer networks, network administration and network installation;
• Excellent knowledge of computer troubleshooting; 
• Excellent knowledge of computer viruses and security; 

Minimum Required Qualification and Experience

• Undergraduate or Associate Degree in Computer Science, Computer Engineering, Electrical Engineering or a related field; 
• Microsoft Certification would be an asset; 
• A+, Network+, Security+ would be an asset; 
• ITIL ICT Service Management certification would be an asset. 

Special Conditions Associated with the Job:

• Occasionally working extended hours. 

Please note that only shortlisted applicants will be contacted.