Job Title	Help Desk Technician
Division	Information Systems (IS)
Section	Systems Administration and Support
Location	Head Office (Based) Regional Offices (on-site visits)
Salary Band	Three (3)
Objective	To provide daily, front line technical support and assistance to staff in an efficient and customer service oriented manner, thereby ensuring value of clients and quality service delivery and support.
Main Responsibilities	1.       Provides first level contact and timely resolutions of technical issues of staff via phone, email, chat, remote connection or in person.   Configure, setup and deploy computer systems (hardware & software), peripherals and audio-visual equipment.   Assists in the monitoring and maintenance of an inventory of hardware and software resources of the Commission.   4.      Properly refer unresolved queries to the next level of support and collaborate with other IS team members to solve problems and improve procedures, systems and policies for service delivery and support.   Supports the implementation of the IS work programme and ICT Development Plan of the Commission.
Job specifications	Qualifications: Diploma in Computer Science or equivalent OR A+ or equivalent professional Technical certification OR Certificate in PC Troubleshooting / Repair or equivalent OR Alternate education or other technical training along with significant on-the-job experience that can be shown to provide the required knowledge equivalent to that gained through completion of any of the above may be substituted.   Experience: At least two (2) years solid experience displaying strong technical ability in:   Configuring, installing, troubleshooting, repairing, upgrading and maintaining of computer systems.   Software proficiency with Windows Operating Systems (i.e. Microsoft Server 2008, 7, 10), business applications (i.e. Microsoft Office), diagnostic utilities  and tools, anti-virus, internet browsers and email client applications.   TCP/IP Ethernet networking of client PCs   Experience in the installation, configuration and use of any of the following will be an asset: CAD, GIS  packages Free and Open Source Software     Skills and Aptitude: ·  Excellent interpersonal communication and customer relations skills ·         Good work ethic and strong sense of ethics such as confidentiality and professionalism ·         Strong desire to learn and gain hands-on experience with the goal of finding creative solutions and a drive to see problems through to resolution ·   An understanding of the importance of knowing and following organizational systems and procedures ·         Ability to work well under pressure ·         Understanding of importance of being a team player
Working and reporting relationships	Reports directly to: ·         ICT Support Officer ·         Senior System Coordinator / Administrator   Working relationships: ·         All staff of the Commission, at every level