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Home » Career » IT Helpdesk Support Officer

Career Opportunities

IT Helpdesk Support Officer

The IT Helpdesk Support Officer analyzes and resolves issues related to both hardware and software for networks, endpoints, and telephones. Interacts with end-users via phone, email, or messaging to help resolve their technical issues. Records all technical issues and resolutions in a computer-based ticketing system.

KEY DUTIES AND RESPONSIBILITIES
    • Responds to incoming requests for technical assistance from employees regarding computer systems, software, hardware, and network-related issues.
    • Diagnoses and resolves basic technical problems using available resources, documentation, and troubleshooting techniques. Escalates more complex issues to senior team members when necessary;
    • Assists in the installation, configuration, and maintenance of computer hardware, software applications, and operating systems (primarily Microsoft-based) to ensure optimal performance and security;
    • Creates, modifies, and disables user accounts in accordance with company policies;
    • Assists employees with password resets, access requests, and permission assignments;
    • Assists in deploying software updates, security patches, and system upgrades;
    • Assists in conducting basic training sessions and creating user-friendly documentation to educate employees on technology usage and best practices;
    • Assists with the maintenance of the inventory of hardware and software assets, including tracking and organizing equipment, licenses, and warranties;
    • Monitors system performance, network connectivity, and security alerts. Reports any anomalies or potential issues to senior team members for further investigation;
    • Documents technical procedures, resolutions, and frequently asked questions to build a knowledge base for future reference and training purposes;
    • Works closely with other IT team members to ensure smooth coordination of tasks, shares knowledge, and provides support as needed. 
KNOWLEDGE & EXPERIENCE
  • At least a high school diploma;
  • Two or more years of experience in the same or similar role;
  • CompTIA A+ or other industry certification would be an asset;
  • Excellent Problem-Solving skills;
  • Quality oriented;
  • Strong communication, customer service and interpersonal skills, with a proven ability to collaborate with staff, customers, and clients.
  • Ability to work effectively as part of a team, with a focus on achieving results.
  • Trustworthy and capable of handling sensitive information confidentially.
  •  
COMPENSATION & BENEFITS

The selected candidate will be offered an attractive salary which will be commensurate with experience and education.  

 

Interested persons can forward their CV, including copies of original diplomas & certificates, references and recommendation letters (all in English) to

careers-sxm@nagico.com

For questions about the position, please contact Mr. Johnemus Emmanuel at Johnemus.Emmanuel@nagico.com

 

Applications close on February 26th, 2025.

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