IT Support Technician

Job Purpose Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Key Performance Areas Respond to incidents logged by end-users that cannot be resolved telephonically Provide desktop support to end users by using diagnostics to facilitate prompt resolution where possible Provide feedback to the service desk on resolution of incidents Provide technical support and troubleshoot equipment faults including AV equipment for conferencing facilities; TV repairs logged for guest rooms, etc. as required Coach end-users in the use of certain software Make preparations and install and update software Store a spare parts inventory of systems, subsystems and component parts used in repair work. Liaise with vendors with regards to order parts, repairs, services, escalating any issues Complete orders for approval with regards work completed