In preparation for Samasource’s next phase of growth, we are searching for a seasoned IT Support Advisor. The incumbent is responsible for supporting the organization's computing infrastructure.

Key Responsibilities: 

• Respond to internal users' IT support requests via Help desk ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide timely resolution of technical problems, ensuring minimal disruption to user productivity.
• Installing, configuring, upgrading and repairing PC hardware & software. 
• Assist with onboarding new employees by setting up computers, accounts, and access permissions.
• Conduct periodic backups of the identified information systems.
• Provide training and guidance to end users on IT-related best practices, security policies, and tools.
• Monitor and report on recurring technical issues to identify opportunities for process improvement.
• Logging of incidences in an accurate and informative manner as and when they occur.
• Maintain inventory of IT equipment.
• Regularly conduct preventive maintenance on company hardware (computers, network devices) to ensure optimal performance and prevent system failures.
• Ensure compliance with company IT policies and security protocols.
• Escalate complex issues to higher-level IT support as necessary.

Minimum Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications such as CompTIA A+, ITIL, Cisco, Microsoft or Cloud Infrastructure Certifications are a plus.

Experience:

• 1-3 years of experience in an IT support/helpdesk role.
• Hands-on experience with Windows and macOS operating systems.
• Familiarity with networking basics (TCP/IP, DNS, DHCP).
• Experience with troubleshooting hardware and software issues