Officer, IT Support & Lab Administrator

The IT Support & Lab Administrator plays a critical role in providing reliable and efficient technical support to end-users, focusing on both Level 1 and Level 2 issues related to desktop hardware, software, operating systems, and collaboration tools. This position is responsible for managing and maintaining the IT infrastructure across more than 18 computer laboratories, ensuring all systems are properly installed, configured, and functioning optimally. The role demands a proactive approach to maintaining network connectivity, managing user access rights, and enforcing system security standards. Additionally, the administrator is tasked with maintaining detailed documentation and overseeing support tickets until they are fully resolved, thereby supporting uninterrupted lab operations and a seamless user experience.

Key Responsibilities

- Deliver Level 1 and Level 2 technical support for desktop hardware, software applications, operating systems, and collaboration tools.
- Manage the installation, configuration, and ongoing maintenance of IT infrastructure across 18+ computer laboratories.
- Monitor system health and performance to ensure high availability and operational uptime.
- Maintain network connectivity and troubleshoot related issues to support continuous lab functionality.
- Administer user access rights, ensuring appropriate permissions and compliance with security policies.
- Implement and enforce system security measures to protect IT assets and sensitive data.
- Maintain clear and accurate documentation of IT systems, configurations, and support activities.
- Manage and track support tickets from initial report through to resolution, ensuring timely and effective problem-solving.
- Collaborate with other IT teams and stakeholders to escalate and resolve complex technical issues.
- Provide training and guidance to lab users on IT resources and best practices as needed.

Required Qualifications

- Proven experience in providing Level 1 and Level 2 IT support within a multi-user environment.
- Strong knowledge of desktop hardware, operating systems (Windows, macOS, or Linux), and common software applications.
- Experience managing and supporting IT infrastructure in computer labs or similar environments.
- Familiarity with network connectivity issues and basic network troubleshooting.
- Understanding of user access management and system security protocols.
- Ability to document technical processes clearly and maintain accurate records.
- Proficiency in using ticketing systems to manage support workflows.
- Strong problem-solving skills and the ability to work independently or as part of a team.
- Excellent communication skills to interact effectively with users and IT colleagues.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) will be considered favorably. Experience with collaboration tools like Microsoft Teams, Zoom, or similar platforms is advantageous. The role may offer opportunities for professional development and exposure to a diverse IT environment supporting multiple laboratories, fostering growth in technical expertise and operational management.

This position is ideal for individuals who are detail-oriented, customer-focused, and passionate about maintaining robust IT systems that support educational or research activities within a lab setting.