Job Description:

• Dreamworks Integrated System Limited is seeking a proactive and customer-focused IT Support Officer to join our IT team. As an IT Support Officer, you will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and services.

Responsibilities:

Technical Support:

• Provide first-line technical support to end-users, responding to IT support requests via phone, email, or in-person, and resolving issues in a timely and efficient manner.
• Troubleshoot hardware, software, and network problems, diagnosing root causes, and implementing solutions to restore functionality.

User Assistance and Training:

• Assist end-users with software installation, configuration, and usage, providing guidance and training as needed to ensure effective use of IT systems and applications.
• Create user manuals, knowledge base articles, and FAQs to facilitate self-service support and empower end-users to resolve common IT issues independently.

Hardware and Software Maintenance:

• Perform routine maintenance and updates on IT hardware, peripherals, and software applications, including installing patches, upgrades, and security updates.
• Coordinate with vendors and service providers for equipment repairs, replacements, and warranty claims as necessary.

IT Asset Management:

• Maintain an accurate inventory of IT assets, including computers, laptops, mobile devices, software licenses, and peripherals, and track their deployment, usage, and retirement.
• Assist in procurement activities, including evaluating vendors, obtaining quotes, and managing purchase orders for IT equipment and supplies.

IT Documentation and Reporting:

• Document IT support activities, resolutions, and procedures in a centralized ticketing system or knowledge base, ensuring that records are accurate, up-to-date, and accessible to IT staff and end-users.
• Prepare periodic reports on IT support metrics, including ticket volume, resolution times, and user satisfaction levels, and identify trends and areas for improvement.

Security and Compliance:

• Assist in implementing and enforcing IT security policies, procedures, and best practices to protect against security threats, vulnerabilities, and data breaches.
• Conduct regular security audits and assessments to identify and remediate security risks and non-compliance issues.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in providing IT support and troubleshooting technical issues in a professional environment.
• Strong technical proficiency in operating systems (e.g., Windows, macOS, Linux), productivity software (e.g., Microsoft Office, G Suite), and hardware troubleshooting.
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users of varying technical levels.
• Familiarity with ITIL principles and best practices for IT service management is desirable.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
• Strong problem-solving and analytical skills, with attention to detail and a methodical approach to issue resolution.
• Customer-centric mindset and a commitment to delivering high-quality IT support services to internal stakeholders.
• Professional certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification are advantageous.
• Willingness to continuously learn and stay updated on emerging technologies and IT trends.