IT Support

Job Title:

IT Support 

Purpose:

The appointment of an IT SUPPORT is crucial to ensure timely enrolments and supports of participants on Blackboard LMS. The incumbent will form part of the Higher Health ICTS team, responsible for the installation, maintenance, support of IT systems and providing end-user technical assistance and troubleshooting. Information & Communication Technology Services (ICTS) department is responsible for the IT Service Desk, student support services, IT installations, training.  The IT Service Desk offers phone services (including the Helpdesk’s switchboard) as well as desktop support to Civic Education students.

Department: 

Operations

Location:

Head office, Centurion

Main Functions 

1. Technical Support

1. Providing technical support to HH curriculum students & end users. 

2. Manage HH curriculum student information system on Microsoft Entra. 

3. Enrolling of students on Blackboard, ensuring that SSO between Blackboard & Microsoft Entra is functional. 

4. Troubleshooting issues, assisting with resetting of student’s accounts, escalating technical problems to Blackboard and IT Manager, setting up new devices, and resolving user inquiries and complaints.

1. System support

1. Microsoft Entra maintenance and support, Microsoft Office 365 environment support, Windows Server support Active Directory (including printer server), e-mail system support (Microsoft Office 365), PC/Server access and operational system maintenance and support, application support (including the Office Suite, SharePoint, Teams), system, maintenance and monitoring and telephone setup/support.

1. Help Desk Management

1. Responsible for managing the help desk system and ensuring that all incoming support requests are documented, prioritized, and addressed in a timely manner. 

2. This involves logging tickets, categorizing issues, assigning tickets to appropriate team members, and monitoring the progress of ongoing tickets.

3. Application support, this will include the core Microsoft Office Suite used by the company, and core business line applications, including Blackboard.

1. User Training and Education

1. Conducting user training sessions and workshops to educate employees on basic IT skills, best practices, and security awareness. This can include providing guidance on email usage, software applications, password management, and data protection.   

2. Conduct and co-coordinate orientation webinars with students for the Civic Education curriculum.

1. Hardware and Software Maintenance

1. Assist with the installation, configuration, and maintenance of computer hardware, peripherals, and software applications. 

2. Deploying updates and patches, performing routine maintenance tasks, and ensuring proper inventory management of IT assets.

1. Documentation and Knowledge Management

1. Maintain accurate and up-to-date documentation related to common support issues, resolutions, and procedures. 

2. Creating knowledge base articles, user guides, and troubleshooting documentation to assist both IT staff and end users.

1. Collaboration and Communication with Blackboard Team

1. Effective communication and collaboration are crucial in an IT support role. 

2. Attend crucial technical team meeting to provide updates and reports other IT team members, developers, system administrators, and vendors to resolve complex issues and ensure smooth operations. 

3. Active participation in team meetings and sharing knowledge with colleagues.

Requirements: 

   Qualification 

1. Related IT qualification 

2. 2 Years 1st level IT support experience is required.

3. Certification in Microsoft Azure will be an added advantage.

   Experience

1. Experience with past and present Microsoft Windows PC and Microsoft Azure services, configurations, and deployment of Microsoft Office 365 in a Hybrid environment.

2. SharePoint & MS Teams

3. Experience as a Sysadmin on a LMS system.

4. Active Directory services

5. Microsoft Entra, Microsoft Exchange and MS365 admin portal.

6. Previous experience working with computer systems, including hardware and software. 

7. Experience in a working networked computer environment. 

8. Excellent troubleshooting, creative and technical problem-solving skills

9. Diagnosing and troubleshooting software and hardware issues

10. Repairing and replacing damaged computer and network components

11. Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software

12. Testing new hardware and software before full-scale installation

13. Educating end-users about new systems

14. Assisting Server Engineers by taking care of basic tasks like creating user-profiles

15. ITSM experience, logging tickets, escalations, and IT asset management 

Behavioural competencies: 

1. Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional service is required.

2. Ability to conduct research into a wide range of computing issues as required.

3. Ability to absorb and retain information quickly.

4. Ability to present ideas in user-friendly language.

5. Highly self-motivated and directed.

6. Strong communication

7. Strong analytical and logical skills.

8. Demonstrate proactive approaches to complex problem-solving with strong decision-making capability.

9. Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail and deadlines.

Interested applicants are invited to apply for the position and should submit an application/motivation letter, and CV and attach relevant qualifications to Recruitment@higherhealth.ac.za; indicate the name of the position “IT Support” in the subject line. Closing date: 06 May 2024 

Should you not receive a response within 6 weeks of the closing date, please consider your application to be unsuccessful.