Requirements
• Bachelor's degree in Computer Science, Information Technology, or a related field.• 1–3 years of experience in IT support, helpdesk, or technical support roles.• Working knowledge of Windows operating systems, Active Directory, and Microsoft Office 365 administration.• Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS/DHCP, Wi-Fi troubleshooting).• Hands-on experience with IT ticketing/helpdesk systems (e.g., Freshservice, ServiceNow, or similar).• Familiarity with ITIL fundamentals is a plus.• Relevant certifications (CompTIA A+, Network+, or Microsoft certifications) are an advantage.
Description
• Provide first-line IT support to ODP employees, customers, and government authorities.• Receive, troubleshoot, and resolve IT incidents and service requests within the agreed service levels (SLAs).• Install, configure, and maintain computers, laptops, printers, and peripheral devices.• Configure and manage user accounts, permissions, and access rights.• Monitor, prioritize, and manage the IT ticketing system while ensuring timely follow-up and resolution.• Perform routine health checks for IT systems and proactively identify potential issues.• Support basic network connectivity troubleshooting and escalate complex issues when required.• Maintain accurate IT asset inventory and lifecycle records.• Prepare technical documentation, operational procedures, and periodic performance reports.Ensure compliance with IT policies, security standards, and operational procedures