ICT Officer

About the role

The ICT Officer will provide Level 2 and 3 help‑desk support to staff worldwide, ensuring technology services run smoothly. This role involves troubleshooting hardware and software issues, supporting deployments, and contributing to service‑improvement initiatives.

Key responsibilities

• Act as first point of contact for end‑user technical support and manage Level 2 tickets.
• Collaborate with vendors for Level 3 support and generate activity/status reports.
• Participate in deployment, upgrade and configuration of IT infrastructure and maintain inventory records.
• Diagnose and resolve workstation, mobile device and video‑conferencing issues, providing temporary work‑arounds when needed.
• Develop and document procedures, knowledge‑base articles and end‑user guidelines.
• Monitor service‑level objectives, track performance metrics and recommend improvements.
• Assist in testing, training co‑workers and contributing to business continuity planning.

Required profile

• Associate degree or technical institute certificate in Computer Science, Information Systems or related field, or equivalent experience.
• 5–7 years of technical support experience with complex hardware and software environments.
• Willingness to travel domestically and internationally as required.
• Ability to pass police background check and Counter‑Terrorism Sanctions screening.

Required skills

• Hardware troubleshooting and repair.
• Software installation, configuration and support.
• Video‑conferencing equipment setup and support.
• Use of configuration management tools.