Helpdesk Administrator at NRF National Research Foundation

About the position

Postion Summary:
The primary focus of this position is to provide responsive support to internal staff Helpdesk requests, including imaging new PCs and laptops, providing end-user assistance with company-supported computer applications and platforms, software installations, as well as basic maintenance on printers, copiers, and WiFi equipment. Additionally, they are accountable for overseeing endpoint security requirements and managing vulnerabilities of all SAEON endpoints.

Key Responsibilities:

• Responding to and resolving helpdesk tickets related to endpoint computing issues, including hardware and software problems
• Providing remote and on-site technical support to end-users, as needed
• Configuring and troubleshooting endpoint hardware, such as printers, scanners, and mobile devices
• Configuring and troubleshooting endpoint software applications, including operating systems, productivity suites, and specialized software
• Providing user training and guidance on the use of endpoint hardware and software applications
• Collaborating with other IT teams, such as network and security teams, to resolve endpoint-related issues
• Ensure compliance with software licensing agreements
• Perform long-term fault, configuration, performance, and security management of desktop and laptop systems
• Manage passwords and new accounts via Active Directory
• Managing the deployment and maintenance of desktop operating systems and software applicationsInstall, configure, and support end-user IT hardware and software within acceptable response times Install updates to software and operating systems
• Deploy security-related software and updates
• Managing endpoint backups and disaster recovery plans
• Ensuring that all desktops and laptops are properly configured, updated, and secured with the latest patches and antivirus software
• Managing desktop hardware and software inventory, including licensing compliance
• Reporting on Endpoint security events and steps taken to address these events
• Monitoring - Determines which systems; processes, or areas need to be monitored; identifies what information needs to be obtained

Minimum Qualification:

• Higher Certificate / Advanced National Certificate / Vocational 5 / N6 / NQF 5

Minimum Experience:

• 3-4 years

• NQF 4 - Matric / Grade 12 Microsoft certification or relevant certificate in Information Technology at NQF Level 5 or higher will be advantageousA networking certification like N+, CCNA or equivalent

Experience:

• 3 or more years professional work experience in IT

Knowledge:

• Knowledge of endpoint security best practices, such as antivirus software, and endpoint protection platforms (EPP)
• Knowledge of endpoint tools and software, such as SCCM, JAMF, and Intune
• Familiarity with networking concepts, such as TCP/IP, DNS, DHCP, and VPN
• Understanding of Active Directory and other directory services for managing user accounts and permissions
• Knowledge of backup and recovery processes for endpoint computing devices
• Familiarity with cloud-based services, such as Google Workspace or Microsoft 365
• Strong troubleshooting and problem-solving skills for resolving endpoint computing issues
• Excellent communication and interpersonal skills for interacting with end-users and other IT teams
• Ability to stay current with emerging endpoint computing technologies and trends

Additional Notes:
Technical skills: The helpdesk operator should have a strong technical background in computing hardware, software, and operating systems. They should have a good understanding of networking concepts, security best practices, tools and [URL Removed] skills: The helpdesk operator should have excellent communication skills to interact with end-users, other IT teams, and management. They should be able to explain complex technical issues in a clear and concise mannerAnalytical skills: The helpdesk operator should have strong analytical skills to troubleshoot and diagnose complex technical issues related to endpoint devices and software. They should be able to identify the root cause of issues and provide effective [URL Removed] service skills: The helpdesk operator should have strong customer service skills to provide timely and effective support to end-users. They should be able to manage end-user expectations and deliver high-quality [URL Removed] The helpdesk operator should be adaptable and able to quickly learn and adapt to new technologies and processes. They should be able to stay current with emerging endpoint computing trends and [URL Removed] NRF website provides more details on the initiatives and activities Applicants should submit a comprehensive CV by registering and apply online through the NRF Recruitment and Selection Portal. Applications should be accompanied by a letter of motivation indicating the applicant·s suitability for the position. The names and contact details of at least three referees should be provided.

Desired Skills:

• Skilled in applied field of position
• Knowledge to be relevant
• Responsible in performing duties

About The Employer:

The National Research Foundation (NRF) supports and promotes research and human capital development through funding, the provision of National Research Facilities and science outreach platforms and programmes to the broader community in all fields of science and technology, including natural sciences, engineering, social sciences and humanities. The South African Environmental Observation Network (SAEON) is a research platform funded by the Department of Science and Innovation (DSI) and managed by the National Research Foundation (NRF) since 2002. SAEON is mandated to observe and research ecosystems on land, in coastal regions and the oceans to understand how those systems function and might change over time and space when influenced by socio-economic driving forces including climate change. We deliver our data online and offer tools, services and advice for informed environmental policy-making.