IT Support Officer - University

Key Responsibilities

• Deliver first- and second-line IT support to end users via phone, email, and in-person channels.
• Troubleshoot and resolve hardware, software, and network issues in a predominantly Microsoft Windows environment.
• Manage support tickets, ensuring timely resolution and accurate documentation in the ticketing system.
• Assist with user account management, including Active Directory provisioning and password resets.
• Collaborate with senior IT staff to implement system updates, patches, and security best practices.

• Proven experience in a helpdesk or IT support role, preferably in an academic or large organization.
• Excellent problem‑solving skills and the ability to communicate technical information clearly to non‑technical users.
• Experience with ticketing systems (e.g., Service Now, JIRA) and remote support tools.
• Customer‑focused attitude with a commitment to delivering high‑quality service.