Job Description
<div style="text-align: justify; ">The incumbent is required to provide technical support in the operations and maintenance of the ICT infrastructure of&nbsp;<span style="letter-spacing: 0.4px;">the Ministry/Department under the guidance and direction of a supervisor. Duties include: installation and support of&nbsp;</span><span style="letter-spacing: 0.4px;">personal computers and related software; monitoring the operations of the Ministry/Departments IT and networking</span></div><div style="text-align: justify; ">infrastructure; assisting with the installation of computer and networking infrastructure; and responding to and&nbsp;<span style="letter-spacing: 0.4px;">addressing IT incident reports and requests for help.</span></div>
Key and Critical Responsibilities
<ul><li style="text-align: justify; ">Installs or removes hardware and/or software, using defined installation instructions and tools; tests and&nbsp;<span style="letter-spacing: 0.4px;">corrects malfunctions, and documents results in accordance with procedure; provides assistance to users in&nbsp;</span><span style="letter-spacing: 0.4px;">accordance with agreed procedures; and updates related maintenance and configuration records.</span></li><li style="text-align: justify;">Treats with security breaches of or security attacks on IT system/network/personal computer to limit&nbsp;<span style="letter-spacing: 0.4px;">damage in accordance with the Ministry/Departments security policy; and applies defined security controls&nbsp;</span><span style="letter-spacing: 0.4px;">to personal computers and related components.</span></li><li style="text-align: justify;">Monitors and logs the actual ICT services provided to users, against that required by service level&nbsp;<span style="letter-spacing: 0.4px;">agreements, and liaises with supervisors in the resolution of any breaches.</span></li><li style="text-align: justify;">Assists professional staff with the release and deployment of changes and updates to the live IT&nbsp;<span style="letter-spacing: 0.4px;">environment, records activities and results; and assists with early support activities such as providing support&nbsp;</span><span style="letter-spacing: 0.4px;">advice to users.</span></li><li style="text-align: justify;">Investigates and acts on minor security breaches with the IT infrastructure, takes defined corrective action,&nbsp;<span style="letter-spacing: 0.4px;">and updates relevant security records and documentation in accordance with established procedures.</span></li><li style="text-align: justify;">Receives and handles service desk and incident management requests for IT and networking infrastructure&nbsp;<span style="letter-spacing: 0.4px;">support following agreed procedures, and maintains relevant records.</span></li><li style="text-align: justify;">Carries out agreed operational procedures of a routine nature; and contributes to maintenance, installation&nbsp;<span style="letter-spacing: 0.4px;">and problem resolution for the IT and networking infrastructure of the organisation.</span></li><li style="text-align: justify;">Assists with the performance of regular backups and restores, and tracks offsite storage, according to agreed&nbsp;<span style="letter-spacing: 0.4px;">operational procedures.</span></li><li style="text-align: justify;">Performs other related duties as assigned.</li></ul>
Key Competency
<p><b><u>Knowledge:</u></b></p><ul><li>Knowledge of defined components of IT and networking infrastructure.</li><li>Some knowledge of the principles, tools and techniques required for the management and control of ICT within a government based or business organisation.</li><li>Some knowledge of project management tools and techniques.</li></ul><p><b><u>Skills and Abilities:</u></b></p><ul><li>Ability to install/remove hardware and software.</li><li>Ability to recognise and correct IT security breaches.</li><li>Ability to communicate effectively both orally and in writing.</li><li>Ability to operate as part of a team.</li><li>Ability to establish and maintain effective working relationships with colleagues.</li><li>Ability to interact positively with members of the public and external stakeholders.</li></ul><p><u><b>Minimum Experience and Training:</b></u></p><ul><li>Minimum of three (3) years relevant technical experience.</li><li>Training as evidenced by the possession of a recognised Associate Degree or Diploma in Computer Science,&nbsp;<span style="letter-spacing: 0.4px;">Computer Information Systems, Information Systems Management, Computer Engineering or a related area.</span></li></ul>