IT Support Technician

UITS - User Support Services
Description

As an IT support technician, your role is to provide technical support, advice and guidance for internal/external users of KNUST's IT systems and applications. You will undertake troubleshooting, diagnosing, and resolving software, hardware, mobile and network problems encountered by users either directly or by online chat, online ticketing systems or call centers.

    Responsibilities
  • Collaboration: Working with other IT staff or departments to resolve complex technical issues and implement new technologies.
  • Data Backup and Recovery: Implementing and maintaining data backup procedures to safeguard against data loss, and assisting in data recovery when necessary.
  • Documentation: Maintaining accurate records of support requests, solutions provided, and IT assets inventory.
  • Hardware and Software Upgrades: Recommending and assisting in the implementation of hardware and software upgrades to improve system performance and efficiency.
  • Help Desk Support: Responding to user inquiries via phone, email, or in-person, and providing timely technical assistance.
  • IT Asset Management: Tracking and managing IT assets such as computers, laptops, and software licences.
  • Network Support: Assisting with network setup, troubleshooting network connectivity issues, and ensuring network security protocols are followed.
  • Remote Support: Providing technical assistance to remote users via remote access tools.
  • Security Management: Assisting in maintaining the security of IT systems by implementing security measures, installing antivirus software, and educating users about best security practices.
  • Software Installation and Updates: Installing, updating, and configuring software applications to ensure they are running correctly and efficiently.
  • Training: Conducting training sessions or creating instructional materials to help users better understand and use technology effectively.
  • Troubleshooting: Diagnosing and resolving hardware, software, and network issues reported by users or identified through monitoring systems.
  • User Account Management: Creating, modifying, and managing user accounts and access rights to various systems and applications.
    Skills
  • Ability to effectively communicate and apply detailed knowledge of organisational procedures.
  • Ability to work independently and with all levels of internal staff, students and external clients.
  • Active Listening: Listening carefully to users' descriptions of issues to fully understand the problem and provide an appropriate solution.
  • Basic knowledge in Android and iOS environment.
  • Knowledge in online Helpdesk tools
  • Knowledge in online software suites (Google apps, Microsoft tools, etc.).
  • Managing small to medium scale computer labs.
  • Networking Skills: Understanding network configurations, IP addressing, and troubleshooting network connectivity problems.
  • Possesses self-directed time management capabilities related to the prioritisation and timely completion of tasks and issues.
  • Proficient skills in Microsoft Office applications (Word, Excel, Access, Publisher, PowerPoint, etc).
  • Technical Knowledge: A solid understanding of computer hardware, operating systems (e.g., Windows, macOS, Linux), networking concepts, and common software applications.
  • Troubleshooting Tools: Familiarity with various diagnostic and troubleshooting tools to identify and resolve hardware and software issues.
Application

Status: Closed

Closes: 17 Jul 2026, 23:59

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