Information Technology Support Officer

About the role

The Information Technology Support Officer provides first‑ and second‑level desktop support to end‑users, ensuring that hardware, software and peripheral devices operate smoothly. This role is based in Wallerfield and involves both on‑site assistance and remote troubleshooting.

Key responsibilities

• Provide first‑ and second‑level technical support to end users.
• Install, configure and deploy desktops, laptops, thin clients and peripherals.
• Perform Windows 10/11 installations, upgrades, imaging and security configuration.
• Support Microsoft Office 365 applications and Microsoft Intune device enrollment.
• Manage Active Directory accounts, password resets and group memberships.
• Install, configure and troubleshoot printers, scanners, monitors and other peripherals.
• Diagnose and resolve hardware and software issues, including component replacement.
• Maintain hardware inventory and asset records.
• Document incidents and resolutions in the IT Service Management (ITSM) system.
• Configure wired and wireless network connectivity, VPN and remote desktop solutions.
• Perform data backup and restoration as needed.
• Support conference‑room technology such as projectors and Teams Rooms.
• Assist with office moves, workstation setups and cabling.
• Provide after‑hours and on‑call support when required.

Required profile

• Associate’s degree or diploma in Information Technology, Computer Science or related field (preferred).
• CompTIA A+ certification, Microsoft Certified Fundamentals and ITIL Foundation certification (preferred).
• 1–3 years of experience in desktop support or IT help‑desk environments.
• Strong customer service orientation and excellent verbal and written communication.

Required skills

• Windows 10 and Windows 11 administration
• Microsoft Office 365
• Active Directory
• DHCP and DNS
• TCP/IP networking and VPN technologies
• Remote support tools
• Desktop imaging (e.g., Microsoft Intune, Windows Autopilot)
• Hardware diagnostics and repair
• Printer support
• Asset management
• IT Service Management (ITSM) platforms