The U.S Consulate General Johannesburg is seeking eligible and qualified applicants for a position of IT Helpdesk Technician.<\/p>\n
\u200b\u200bThe 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.<\/p>\n
\u200b\u200bThe 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.<\/p>\n
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Job Title: IT Helpdesk Technician<\/strong> Job Summary:<\/strong> \u200bProvide 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.<\/p>\n \u200bDaily 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.<\/p>\n \u200bCarry 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.<\/p>\n \u200bCommunicate 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.<\/p>\n \u200bEscalate problems as appropriate to the Computer Management Specialist.<\/p>\n \u200b<\/p>\n \u200bMobile Device Support:<\/strong><\/p>\n \u200bConfigure, issue, troubleshoot government provided mobile devices (smartphones, laptops, tablets) via the MRA system. Maintain proper MRA profile settings for post devices.<\/p>\n \u200b<\/p>\n \u200bAudio\/Visual:<\/strong><\/p>\n \u200bAssist with setup and configuration of A\/V equipment for townhalls, awards ceremonies and possible VIP requests for public addressing requirements.<\/p>\n \u200bProvide pre-event testing and troubleshooting of requested venues (conference rooms, atrium, MPR).<\/p>\n \u200b<\/p>\n Inventory:<\/strong><\/p>\n \u200bKeep a detailed record of all IT related inventory via ILMS and loanable property and assist with annual IT inventory procedures<\/p>\n \u200b<\/p>\n \u200b<\/p>\n ** \u200bNote: 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. **\u200b<\/p>\n Required Experience and Qualification:<\/strong> \u200b\u200bCompletion of secondary school. Work Experience:<\/strong> \u200bUpgrading, 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.\u200b<\/p>\n Language Proficiency:<\/strong><\/p>\n English – \u200bLevel 3 – Good working knowledge; speaking, reading & writing\u200b<\/p>\n Skills and Abilities:<\/strong><\/p>\n \u200b\u200bMust be able to work accurately and efficiently with minimal supervision. Job Knowledge:<\/strong><\/p>\n \u200b\u200bThe job holder must have a good knowledge of desktop operating systems, various software applications and basic hardware for the PC; Non-cash benefits also include medical, pension and others where applicable<\/p>\n
\nLocation:<\/strong> Johannesburg<\/p>\n
\nDuties & Responsibilities
\n\u200b\u200bHelp Desk<\/p>\n
\nEducation:<\/p>\n
\nCompTIA A+; Network +; Microsoft Certified Professional are required or one-year tertiary diploma in Computer Science or Information Technology\/Systems or equivalent.<\/p>\n
\n\u200b\u200bA minimum of one (1) years\u2019 experience in providing end-user phone support for current PC desktop and application software and\/or installing.<\/p>\n
\n\u200bBe able to communicate effectively in English and be comfortable dealing with written and verbal communication.
\nMust have accurate keyboard\/typing skills.<\/p>\n
\nPrinciples and theories of network systems and management;
\nInternet technologies and products;
\nBasic understanding of electrical safely procedures, are all required.\u200b
\nPackage & Remuneration
\nBasic Salary: R 270 310.00 to R 378 440.00 per annum<\/p>\n