Posted on :
16 Mar, 2023
16 Mar, 2023
The U.S Consulate General Johannesburg is seeking eligible and qualified applicants for a position of IT Helpdesk Technician.
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.
The IT Helpdesk Technician’s 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.
Job Title: IT Helpdesk Technician
Duties & Responsibilities
Provide first-level contact and problem resolution of all users with network connectivity, MyServices tracking system and closing of requests for printer, hardware, software, phone and application problems.
Daily reviewing of MyServices and identifying reported problems/faults and resolving as many user-reported problems as expertise permits using available tools and following available procedures and policies for the handling of support cases.
Carry out basic troubleshooting over the phone and in person to diagnose the correct operating system problems and provide feedback to the customers on reported progress of problem resolution.
Communicate with customers to obtain all necessary information on reported problems and provide accurate and timely logging of problems and resolution of problems in the MyServices tracking system.
Escalate problems as appropriate to the Computer Management Specialist.
Mobile Device Support:
Configure, issue, troubleshoot government provided mobile devices (smartphones, laptops, tablets) via the MRA system. Maintain proper MRA profile settings for post devices.
Assist with setup and configuration of A/V equipment for townhalls, awards ceremonies and possible VIP requests for public addressing requirements.
Provide pre-event testing and troubleshooting of requested venues (conference rooms, atrium, MPR).
Keep a detailed record of all IT related inventory via ILMS and loanable property and assist with annual IT inventory procedures
** Note: This position description in no way states or implies that these are the only duties to be performed by incumbent. Incumbent will be required to perform other duties as assigned by the agency. **
Required Experience and Qualification:
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.
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.
English – Level 3 – Good working knowledge; speaking, reading & writing
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.
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.
Package & Remuneration
Basic Salary: R 270 310.00 to R 378 440.00 per annum
Non-cash benefits also include medical, pension and others where applicable
Other benefits include the following:
The US Embassy contributes 70% of your Medical Aid (Discovery Medical Aid)
Annual leave is 17 days which increases with years of service
Employees qualify for SA and USA public holidays.
Provident Fund – Employer contribution -10.9%
Final salary is based upon a variety of factors.