JOB TITLE    :      ICT Graduate Trainee

DEPARTMENT     :    Deputy Principal’s Office

DIVISION :  ICT

REPORTS TO    : IT Officer

SUPERVISES :  None

LOCATION   :   Head Office

JOB PURPOSE

To support ICT operations by assisting in user support, system maintenance, and device management while gaining hands on professional experience.

MAJOR DUTIES & RESPONSIBILITIES

1. User Support and Service Desk

• Provide first-level support to staff on technology incidents and escalate unresolved issues to IT Assistants or IT Officers.
• Assist in basic troubleshooting of desktops, laptops, tablets, printers, projectors, and other ICT equipment.
• Record and update the issue tracker with details of user requests and resolutions.
• Provide deskside guidance on frequently asked ICT questions (e.g., password reset, email access, printing etc).

2. System and Device Management

• Assist in the installation and configuration of new desktops, laptops, and peripherals under supervision.
• Support in ensuring devices are updated with latest operating system patches and antivirus definitions.
• Carry out routine maintenance checks on end-user devices as assigned.
• Help in maintaining the ICT inventory of hardware and software.

3. Accounts and Access

• Learn and assist in managing centralized printer accounts for printing, scanning, and photocopying.
• Help in monitoring and supporting wireless access vouchers for users.

4. Additional Responsibilities

• Assist vendors on site during ICT infrastructure installation under supervision.
• Ensure users store files in designated locations to prevent data loss.
• Observe and report any incidents of pirated software or policy violations to the supervisor.
• Promote best practices in ICT usage, including data protection and responsible use of technology.

KEY PERFORMANCE INDICATORS

a.       Updated monthly ICT inventory

b.       Closed tickets within set SLAs & OLAs

c.       Trained users on new ICT services

d.       Software license compliant environment

e.       Updated website

f.        Updated and well functioning computers

g.       Satisfied users with ICT support services.

h.       Accuracy in handling printer accounts and wireless vouchers.

REQUIREMENT

Minimum Qualifications:

At least a Second Class Bachelor’s degree in computer science, Computer Engineering, Telecommunications Engineering or Information Technology or any other related field from a recognized institution of higher learning.

Candidate should demonstrate ability to manage intermediate and advanced desktop configuration and troubleshooting capabilities.

Minimum Experience:

Minimum of 1 year of experience supporting 20+ networked computers in a busy environment of a reputable organization offering training services

COMPETENCIES AND KNOWLEDGE:

1. Ability to perform basic troubleshooting of end user devices and ICT equipment.
2. Familiarity with installation and configuration of operating systems and software under supervision.
3. Understanding of system updates, antivirus management, and device maintenance.
4. Awareness of ICT security practices including data protection and prevention of unauthorized software usage.
5. Ability to identify, record, and escalate ICT incidents appropriately.
6. Eagerness to learn and apply problem solving techniques in ICT support.
7. Ability to explain ICT solutions in simple terms to non technical staff.
8. Team player with willingness to learn from supervisors and  ICT staff.
9. High level of integrity and adherence to ICT policies.
10. Strong organizational skills for maintaining ICT inventory and documentation.
11. Willingness to promote responsible use of ICT resources and compliance with organizational policies.