IT Helpdesk Technician at U.S. Embassy South Africa

Duties

The IT Helpdesk Technician (HDT) is responsible for first level problem determination, problem/incident recording, and problem resolution and problem escalation for the following: network connectivity, MyServices closing of requests, printer problems, and hardware and software problems and including over 10 servers and more than 240 workstations at the U.S. Consulate General Johannesburg. 

IT Helpdesk Technician duties include training of subordinates and end-users, supporting the OpenNet LAN and DIN networks at the Consulate, ensuring that video conferencing equipment is functioning and helping to coordinate calls, and smartphone services.

Qualifications and Evaluations

Requirements:

EXPERIENCE:  

• A minimum of one (1) years’ experience in providing end-user phone support for current PC desktop and application software and/or installing.
• Upgrading, troubleshooting and repairing personal computers in a network environment, and/or experience in diagnosing, troubleshooting and resolving client issues with PC hardware, Windows 10, Microsoft office suites (to include Office 365), email and iPhone/smartphone services, and/or experience in technical call center operations.

JOB KNOWLEDGE:  

• The job holder must have a good knowledge of desktop operating systems, various software applications and basic hardware for the PC;
• Principles and theories of network systems and management;
• Internet technologies and products;
• Basic understanding of electrical safely procedures, are all required.

Education Requirements:

Mandatory: 

• Completion of secondary school.
• CompTIA A+; Network +; Microsoft Certified Professional are required or one-year tertiary diploma in Computer Science or Information Technology/Systems or equivalent.

Evaluations:

LANGUAGE:  

English level 4 (Limited Knowledge) Reading/Writing/Speaking is required. (This may be tested)

SKILLS AND ABILITIES:

• Must be able to work accurately and efficiently with minimal supervision.
• Be able to communicate effectively in English and be comfortable dealing with written and verbal communication.
• Must have accurate keyboard/typing skills.