Job Purpose
The Information Technology (IT) Officer is responsible for providing technical support and maintaining the organization's information technology infrastructure to ensure efficient and secure business operations. The role involves assisting users with hardware and software issues, supporting network administration, maintaining IT equipment, implementing cybersecurity measures, and ensuring the availability and reliability of IT systems.
The successful candidate will work closely with staff across departments to provide timely technical assistance, support digital transformation initiatives, and contribute to the effective management of the organization's IT resources.
Key Responsibilities
Technical Support and Help Desk Services
- Provide first-line technical support to staff on hardware, software, network, and system-related issues.
- Diagnose and troubleshoot computer, printer, internet, email, and application problems.
- Respond to helpdesk requests and ensure timely resolution of user complaints.
- Escalate complex technical issues to senior IT personnel where necessary.
- Maintain records of support requests and solutions provided.
Hardware and Software Management
- Install, configure, upgrade, and maintain desktop computers, laptops, printers, scanners, and other IT equipment.
- Assist in the deployment and configuration of operating systems and business applications.
- Monitor the functionality of IT assets and recommend repairs or replacements where necessary.
- Maintain an up-to-date inventory of IT equipment and software licenses.
Network Administration Support
- Assist in monitoring and maintaining Local Area Networks (LAN), Wireless Networks (Wi-Fi), and internet connectivity.
- Support the configuration and maintenance of routers, switches, access points, and other networking equipment.
- Assist in identifying and resolving network connectivity issues.
- Monitor network performance and report abnormalities to the IT Manager.
Cybersecurity and Data Protection
- Support the implementation of cybersecurity policies and procedures.
- Ensure antivirus software and security patches are regularly updated.
- Assist in monitoring system security and reporting potential vulnerabilities.
- Promote safe computing practices among employees.
- Support data backup and disaster recovery activities.
Systems Administration
- Assist in managing user accounts, passwords, and access rights.
- Support the maintenance of servers, databases, and cloud-based applications.
- Monitor system performance and report issues affecting availability and efficiency.
- Ensure routine backups are completed and verified.
Website and Digital Platforms Support
- Assist in maintaining the organization's website and digital communication platforms.
- Support content updates and troubleshoot website-related issues.
- Provide technical assistance for virtual meetings, webinars, and digital events.
IT Documentation and Reporting
- Maintain accurate documentation of IT systems, configurations, procedures, and troubleshooting guides.
- Prepare periodic reports on IT support activities, system performance, and equipment status.
- Ensure proper documentation of IT assets and maintenance records.
Continuous Improvement
- Keep abreast of emerging technologies, cybersecurity threats, and industry best practices.
- Participate in IT projects, system upgrades, and digital transformation initiatives.
- Recommend improvements to enhance efficiency, security, and user experience.
Other Duties
- Perform any other IT-related duties as may be assigned by the IT Manager or Management.
Educational Qualifications
- Bachelor's Degree or Higher National Diploma (HND) in Computer Science, Information Technology, Computer Engineering, Information Systems, Cybersecurity, Software Engineering, or a related field.
- Minimum of 1–3 years' relevant post-qualification experience in IT support, systems administration, or related functions.
- Relevant professional certifications will be an added advantage, including:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified Fundamentals
- Cisco Certified Network Associate (CCNA)
- Google IT Support Professional Certificate
Knowledge Requirements
- Knowledge of computer hardware, operating systems, and software applications.
- Understanding of networking concepts and internet technologies.
- Basic knowledge of cybersecurity principles and data protection practices.
- Familiarity with Microsoft Windows operating systems and Microsoft 365 applications.
- Understanding of cloud services and collaboration platforms.
- Knowledge of IT troubleshooting and helpdesk processes.
- Awareness of IT governance and information security standards.
Skills and Competencies
Technical Skills
- Hardware installation, configuration, and maintenance.
- Software installation and troubleshooting.
- Basic network administration and support.
- System monitoring and diagnostics.
- Data backup and recovery procedures.
- Cybersecurity awareness and incident reporting.
- Website and digital platform support.
- IT asset management.
Core Competencies
- Problem-solving and analytical thinking.
- Strong customer service orientation.
- Attention to detail and accuracy.
- Effective communication skills.
- Teamwork and collaboration.
- Time management and prioritization.
- Adaptability and willingness to learn.
- Initiative and proactive approach to work.
- Integrity and confidentiality.
- Ability to work under pressure and meet deadlines.
Key Performance Indicators (KPIs)
- Average response and resolution time for IT support requests.
- Percentage of system uptime and availability.
- Number of resolved technical issues within agreed timelines.
- User satisfaction ratings.
- Accuracy of IT asset records and inventory management.
- Compliance with cybersecurity and data protection requirements.
- Successful completion of assigned IT projects and upgrades.
- Frequency and effectiveness of system backups and recovery processes.
