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Job Description
The IT Technician II is responsible for providing technical support for the organization’s information and communication technology infrastructure. The incumbent will install, configure, maintain, and troubleshoot computer hardware, software, network equipment, and end-user devices to ensure the reliable and secure operation of ICT services. The role also supports the implementation of ICT projects and ensures compliance with the organization’s ICT policies, cybersecurity standards, and applicable legislation.
Key and Critical Responsibilities
Provide first and second-level technical support to users across the organization.
Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and other ICT equipment.
Install, configure, and support Microsoft Windows operating systems and Microsoft 365 applications.
Create, modify, and manage user accounts, passwords, permissions, and access rights using Active Directory and other identity management tools.
Diagnose and resolve hardware, software application, network, and connectivity issues in a timely manner.
Install software updates, operating system patches, antivirus updates, and firmware upgrades.
Monitor the health and performance of ICT systems and escalate complex technical issues where required.
Assist in maintaining local area networks (LANs), wireless networks, internet connectivity, VPNs, and network infrastructure.
Support the administration of servers, backup systems, storage devices, and virtualization platforms.
Perform routine system backups and assist with disaster recovery and business continuity activities.
Maintain accurate ICT asset inventories, software licensing records, and technical documentation.
Log, monitor, update, and resolve service requests using the organization’s Help Desk or Service Management system.
Participate in ICT infrastructure upgrades, system implementations, and technology projects.
Provide end-user training and guidance on ICT systems, cybersecurity awareness, and acceptable use practices.
Ensure compliance with ICT policies, cybersecurity requirements, procurement procedures, and established service standards.
Liaise with external vendors and service providers for equipment maintenance, warranty claims, and technical support.
Perform any other related duties assigned by the IT Coordinator.
Key Competencies
Minimum Qualifications and Experience
Associate Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or a related discipline from a recognized institution.
A minimum of three (3) years’ experience providing ICT technical support.
Experience supporting Microsoft Windows operating systems, Microsoft 365, Active Directory, and desktop applications.
Working knowledge of computer networking principles, including TCP/IP, DNS, DHCP, VPNs, switching, and wireless networking.
Experience supporting endpoint protection solutions, printers, and mobile devices.
Experience with virtualization technologies, cloud services, and backup solutions will be an asset.
Professional Certifications (Preferred)
CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified credentials
ITIL Foundation Certification
Cisco Certified Network Associate (CCNA) would be an asset.
Knowledge, Skills and Abilities
Sound knowledge of ICT hardware, software, operating systems, and networking concepts.
Strong analytical and troubleshooting skills.
Ability to diagnose and resolve technical issues efficiently.
Excellent interpersonal and customer service skills.
Good written and verbal communication skills.
Ability to prepare technical reports and maintain accurate documentation.
Ability to prioritize workload and meet service level expectations.
Ability to work independently and as part of a multidisciplinary team.
High level of integrity, professionalism, and confidentiality.
Key Competencies
Customer Focus
Results Orientation
Accountability
Teamwork and Collaboration
Problem Solving
Planning and Organizing
Communication
Continuous Learning
Attention to Detail
