IT Specialist (End-User Support)

Job Purpose

To provide first-line technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, printer, email, and system-related issues. The role ensures minimal disruption to business operations by delivering timely, professional, and effective support.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, mobile devices, and business applications
• Log, track, and manage incidents and service requests via the helpdesk/ticketing system
• Diagnose and resolve technical issues both remotely and on-site
• Escalate complex issues to second-line support, vendors, or system administrators
• Install, configure, and maintain hardware, software, and peripherals
• Set up user accounts, devices, and access rights in line with company procedures
• Assist with password resets, account lockouts, and access-related issues
• Support Microsoft 365, Windows OS, Teams, Outlook, and other office applications
• Perform routine system maintenance, updates, and installations
• Maintain accurate IT asset registers
• Provide basic user training and guidance on systems and applications
• Document incidents, resolutions, and IT procedures
• Assist with onboarding, workstation setups, and office moves
• Identify recurring issues and report trends to management
• Ensure compliance with IT security, backup, and data protection policies
• Maintain a professional and service-oriented approach to user support

Minimum Requirements

Qualifications:

• Grade 12 (Matric)
• Relevant IT qualification (Diploma/Certificate/Degree)
• Certifications such as CompTIA A+, N+, or Microsoft (advantageous)

Experience:

• 13 years experience in IT support/helpdesk environment
• Experience supporting Windows OS and Microsoft 365
• Experience with printers, desktop support, and user account management
• Exposure to helpdesk/ticketing systems (advantageous)

Knowledge & Skills

• Solid understanding of computer hardware, software, and peripherals
• Basic networking knowledge (Wi-Fi, VPN, shared drives)
• Familiarity with Active Directory and user account administration
• Understanding of remote support tools
• Basic cybersecurity awareness (phishing, password security)

Key Skills:

• Strong troubleshooting and problem-solving ability
• Good communication and customer service skills
• Ability to explain technical concepts in simple terms
• Strong time management and prioritisation skills
• Ability to work under pressure and meet deadlines
• Good documentation and administrative skills

Personal Attribute