Job Description

Locations: Greater Portmore, St. Catherine, Jamaica

Categories: Information Technology

Req ID: 28902

Overview

The IT Support Technician provides first level technical support and day-to-day IT operational support for the assigned site. The position is responsible for troubleshooting and resolving hardware, software, connectivity, and end-user technology issues while supporting the availability, security, and reliability of site IT services.

Responsibilities

Key Responsibilities

• Provide level 1 technical support for computers, laptops, phones, printers, peripherals, applications, and other end-user technologies.
• Troubleshoot and resolve hardware, software, Windows, network connectivity, and application issues.
• Manage and prioritize incidents and service requests through the IT ticketing system.
• Support workstation deployments, replacements, relocations, software installations, and technology rollouts.
• Provide first-line support for site access control and CCTV systems, including basic troubleshooting, monitoring, and user support.
• Assist with routine UPS monitoring, inspections, battery checks, and preventative maintenance activities.
• Support endpoint patching, software updates, security compliance, and remediation of identified issues.
• Maintain accurate IT asset records and assist with asset deployment, inventory verification, transfers, recovery, and disposal.
• Conduct routine checks of IT equipment, technology areas, and site infrastructure.
• Follow established IT security, access control, asset management, and compliance procedures.
• Escalate complex technical, infrastructure, security, or system issues to the appropriate IT team.
• Maintain accurate documentation and provide professional support to employees and stakeholders.

Qualifications

Qualifications and Experience

• Diploma or certification in Information Technology, Computer Science, or a related field.
• Previous experience in an IT support or technical support role preferred.
• Strong knowledge of Windows operating systems, PC hardware, software, and peripherals.
• Working knowledge of Active Directory, Group Policy, software deployment, and basic network troubleshooting.
• Experience supporting users in a fast-paced environment; call center or large enterprise experience is an advantage.
• Basic understanding of networking, VoIP, access control, CCTV, UPS systems, and IT infrastructure.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service skills and the ability to work effectively with users at all levels.
• Ability to prioritize multiple requests and work effectively in a time-sensitive environment.
• Strong attention to detail and commitment to security, compliance, and accurate documentation.
• Ability to work independently while knowing when to escalate issues.
• Willingness and ability to learn new technologies and systems quickly.

Key Competencies

• Technical troubleshooting
• Customer service
• Problem solving
• Attention to detail
• Time management and prioritization
• Security awareness
• Teamwork and collaboration
• Accountability and ownership
• Adaptability and continuous learning