Helpdesk Technician (12 Months FTC) at National Empowerment Fund

Introduction

• To provide daily end‑user support, resolving hardware, software and network issues while maintaining Windows desktops, email systems and user accounts in Active Directory. The role requires clear communication, professional conduct and efficient handling of IT support tickets to ensure system uptime and minimal disruption to users.

Job description
Incident & Service Request Management

• Log, classify, prioritise, and resolve incidents and service requests via the ticketing system.
• Provide first-line technical support.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to second-line / third-line support as required.
• Maintain accurate and complete ticket documentation. 

End-User Support & Customer Service

• Provide support for desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365, Teams, SharePoint, and common business applications.
• Support VPN, remote access, and email configuration.
• Conduct basic user training and guidance. 

Hardware & Software Support

• Install, configure, and maintain workstations and approved software.
• Perform system imaging and deployment.
• Troubleshoot hardware failures and coordinate repairs.
• Manage software updates and patching.

User Account & Access Management

• Create, modify, and disable user accounts (Active Directory / Entra ID).
• Reset passwords and manage MFA enrolments.
• Ensure compliance with access control policies and segregation of duties.
• Maintain audit trails for access changes. 

Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi connectivity issues.
• Support printers and shared resources.
• Liaise with service providers for ISP or telecom faults. 

IT Asset & Inventory Management

• Maintain accurate IT asset register (hardware & software licences).
• Track equipment allocation and returns.
• Support stock control and warranty management. 

Governance, Risk & Compliance Support

• Adhere to IT policies (Information Security, Acceptable Use, POPIA compliance).
• Report security incidents promptly.
• Support internal and external IT audits.

Minimum requirements
Qualification Requirements

• National Diploma or Degree in Information Technology / Computer Science / Information Systems / Network Engineering
• Preferred Certifications: CompTIA A , CompTIA Network , Microsoft Certified: Modern Desktop
• Administrator Associate, ITIL Foundation and Microsoft 365 Fundamentals (MS-900)

Experience / Skills Required

• 2 to 4 years’ experience in IT Helpdesk or Service Desk environment.

Strong knowledge of:

• Windows Desktop and Server Operating Systems
• Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory / Entra ID
• Basic networking (TCP/IP, DNS, DHCP)
• VPN and remote desktop tools

Familiarity with:

• ITSM / ticketing systems (e.g., ServiceNow, Freshservice, ManageEngine)
• Endpoint management tools (Intune, SCCM)
• Basic cybersecurity practices
• Personal Attributes/Behaviours/Attitudes
• Ability to diagnose and resolve technical issues systematically.
• Root cause analysis capability.
• Ability to prioritise workload effectively.
• Strong verbal and written communication.
• Ability to explain technical concepts in simple terms.
• Customer-focused mindset.
• Professional telephone etiquette.
• Ability to manage multiple tickets simultaneously.
• Detail-oriented and accurate documentation.
• Time management skills.

Deadline:19th March,2026