Officer, IT Support & Lab Administrator

The IT Support & Lab Administrator plays a critical role in providing Level 1 and Level 2 technical support for desktop hardware, software, operating systems, and collaboration tools. This position is responsible for managing the IT infrastructure across more than 18 computer laboratories, ensuring smooth installation, configuration, and ongoing maintenance. The role demands a proactive approach to maintaining system health, network connectivity, user access management, and compliance with security standards. Additionally, the administrator is tasked with managing support tickets efficiently and maintaining thorough documentation to support operational continuity.

Key Responsibilities

- Deliver comprehensive Level 1 and Level 2 technical support for desktop hardware, software, operating systems, and collaboration tools.
- Oversee the installation, configuration, and maintenance of IT infrastructure across multiple computer laboratories.
- Monitor and ensure network connectivity and system uptime to support uninterrupted lab operations.
- Manage user access rights and ensure compliance with security policies and protocols.
- Maintain clear and accurate documentation related to IT systems, configurations, and support activities.
- Track, prioritize, and resolve support tickets in a timely manner, coordinating with other IT teams as necessary.
- Conduct routine system health checks and preventive maintenance to minimize downtime.
- Collaborate with stakeholders to implement upgrades, patches, and new technologies within the lab environment.
- Provide training and guidance to end-users on IT tools and best practices.

Required Qualifications

- Proven experience in providing Level 1 and Level 2 technical support in a multi-user IT environment.
- Strong knowledge of desktop hardware, operating systems (Windows, macOS, or Linux), and common software applications.
- Experience managing IT infrastructure in computer labs or similar environments.
- Familiarity with network connectivity principles, user access management, and IT security compliance.
- Ability to troubleshoot and resolve hardware and software issues efficiently.
- Proficient in documenting IT processes and managing support tickets using IT service management tools.
- Excellent communication skills and the ability to work collaboratively with diverse teams.
- Strong organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.

Preferred Qualifications and Benefits

- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
- Experience with collaboration tools like Microsoft Teams, Zoom, or similar platforms.
- Knowledge of virtualization technologies and lab management software is a plus.
- Opportunity to work in a dynamic environment supporting a large-scale IT infrastructure.
- Access to professional development and training opportunities to enhance technical skills.
- Collaborative team culture focused on innovation and continuous improvement.

This role offers a unique opportunity to contribute to the seamless operation of extensive computer laboratories, supporting both users and IT infrastructure with a focus on reliability and security.