Coega: IT Desktop Support Technician

Purpose of the Role To provide reliable first- and second-line IT support to end users, ensuring the availability, security, and optimal performance of desktop systems, network infrastructure, and IT assets across the organisation. Key Responsibilities Provide technical support for desktops, laptops, printers, mobile devices, and peripherals via in-person, remote, and telephonic channels. Install, configure, and maintain operating systems (Windows 10/11, macOS) and enterprise applications, including Microsoft Office Suite, Adobe, and company-specific software. Troubleshoot hardware and software issues and manage user accounts through Microsoft 365 and Active Directory. Log, track, and resolve IT support requests using ticketing systems (e.g., Freshdesk). Set up and deploy new workstations, ensuring compliance with company IT policies and standards. Perform routine system maintenance, updates, and patch management. Train and support employees on new technologies and IT best practices. Assist with LAN/WAN and CCTV network monitoring, troubleshooting, and upgrades. Support network and endpoint security, including antivirus solutions, endpoint protection, and access controls. Maintain accurate IT asset inventories and document all support activities and resolutions. Minimum Requirements IT-related qualification or certification (e.g., CompTIA A, CompTIA Network). MCSE/MCSA or CCNA certification will be advantageous. Valid drivers license. 13 years experience in an IT support or help desk role (corporate or enterprise environment preferred). Technical Skills: Windows 10/11 and macOS Microsoft Office Suite and Adobe applications Active Directory, Microsoft 365, and cloud-based applications Hardware and software troubleshooting Network fundamentals, including TCP/IP, DHCP, DNS, VLANs, switches, routers, Wi-Fi, and structured cabling Basic database management and security knowledge will be advantageous Personal Attributes Strong problem-solving and critical-thinking skills, with the ability to perform under pressure. Excellent customer service orientation with clear verbal and written communication skills. Experience in data capturing, reporting, and documentation. Well-organised, detail-oriented, proactive, flexible, and reliable. Team player with strong interpersonal skills. Professional telephone etiquette and effective call-screening abilities.