Helpdesk Technician (12 Months Contract)

SUMMARY:
To provide daily end‑user support, resolving hardware, software and network issues while maintaining Windows desktops, email systems and user accounts in Active Directory.

POSITION INFO:

. The role requires clear communication, professional conduct and efficient handling of IT support tickets to ensure system uptime and minimal disruption to users.

Outputs

Incident & Service Request Management

• Log, classify, prioritise, and resolve incidents and service requests via the ticketing system.
• Provide first-line technical support.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to second-line / third-line support as required.
• Maintain accurate and complete ticket documentation.

End-User Support & Customer Service

• Provide support for desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365, Teams, SharePoint, and common business applications
• Support VPN, remote access, and email configuration.
• Conduct basic user training and guidance.

Hardware & Software Support

• Install, configure, and maintain workstations and approved software.
• Perform system imaging and deployment.
• Troubleshoot hardware failures and coordinate repairs.
• Manage software updates and patching.

User Account & Access Management

• Create, modify, and disable user accounts (Active Directory / Entra ID).
• Reset passwords and manage MFA enrolments.
• Ensure compliance with access control policies and segregation of duties.
• Maintain audit trails for access changes.

Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi connectivity issues.
• Support printers and shared resources.
• Liaise with service providers for ISP or telecom faults.

IT Asset & Inventory Management

• Maintain accurate IT asset register (hardware & software licences).
• Track equipment allocation and returns.
• Support stock control and warranty management.

Governance, Risk & Compliance Support

• Adhere to IT policies (Information Security, Acceptable Use, POPIA compliance).
• Report security incidents promptly.
• Support internal and external IT audits.

Experience / Skills Required

• 2 to 4 years’ experience in IT Helpdesk or Service Desk environment.
• Strong knowledge of:

➢ Windows Desktop and Server Operating Systems

➢ Microsoft 365 (Outlook, Teams, SharePoint)

➢ Active Directory / Entra ID

➢ Basic networking (TCP/IP, DNS, DHCP)

➢ VPN and remote desktop tools

• Familiarity with:

➢ ITSM / ticketing systems (e.g., ServiceNow, Freshservice, ManageEngine)

➢ Endpoint management tools (Intune, SCCM)

➢ Basic cybersecurity practices

Qualification Requirements

• National Diploma or Degree in Information Technology / Computer Science / Information Systems / Network Engineering
• Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation and Microsoft 365 Fundamentals (MS-900)

Personal Attributes/Behaviours/Attitudes

• Ability to diagnose and resolve technical issues systematically.
• Root cause analysis capability.
• Ability to prioritise workload effectively.
• Strong verbal and written communication.
• Ability to explain technical concepts in simple terms.
• Customer-focused mindset.
• Professional telephone etiquette.
• Ability to manage multiple tickets simultaneously.
• Detail-oriented and accurate documentation.
• Time management skills.