Job Description

Job Title : IT DATA ENTRY (Code- 2402)


Experience: - Years

Job Description / Responsibilities:

1. PURPOSE

Responsible for providing technical support and assistance to computer users. Handle troubleshooting, software and hardware installation, system maintenance, and user guidance. Ensure efficient and effective support in accordance with organizational policies and standards.Responsible for providing technical support and assistance to computer users. Handle troubleshooting, software and hardware installation, system maintenance, and user guidance. Ensure efficient and effective support in accordance with organizational policies and standards.

2. DIMENSIONS

Financial: Funds are captured in the ICT Directorate Budget

Staff : Nil

Others: Nil

3. PRINCIPLE ACCOUNTABILITIES

  • Provide effective and timely technical support to users.
  • Ensure smooth operation of computer systems, software, and hardware.
  • Maintain and update user support procedures and documentation.
  • Monitor and enhance user satisfaction with IT services.
  • Ensure compliance with organizational IT policies and security protocols.

4. MAJOR DUTIES

  • Respond to user inquiries and provide technical assistance on computer hardware, software, and network-related issues.
  • Install, configure, and maintain computer hardware, software, and peripherals.
  • Troubleshoot and resolve technical problems reported by users.
  • Conduct regular maintenance and updates of computer systems.
  • Train users on new systems, software, and IT policies.
  • Maintain accurate records of user issues and resolutions.
  • Collaborate with other IT staff to resolve complex technical issues.
  • Ensure compliance with IT security policies and procedures.
  • Assist in the development and implementation of user support policies and procedures.
  • Provide input for IT infrastructure improvement projects.

5. NATURE AND SCOPE

The User Support Technician works closely with the CTO and other IT staff to ensure the provision of effective and efficient technical support to all users within the organization. This role is critical for maintaining user satisfaction and ensuring the smooth operation of IT systems.

5.1 WORKING RELATIONSHIP

(a) Internal

  • Director ICT, Designated Directors, CTO, OICs, 2IC’s and other designated officers concerning the role within ICT and Royal PNG Constabulary

(b) External

  • Liaises with external vendors, service providers, and other stakeholders as required.

5.2 WORK ENVIRONMENT

The User Support Technician typically works in an office environment but may also need to provide onsite support. The role involves handling a variety of technical issues and requires good problem-solving skills and the ability to work under pressure.

6. CONSTRAINTS FRAMEWORK AND BOUNDARIES

6.1 Rules/procedures

  • The Police Act; the Constabulary Standing Orders; Electronic Transactions Act 2021; Cybercrime Code Act 2016;  and Digital Government Act 2022; PS Code of Conduct and Ethics.
  • Adhere to organizational IT policies, user support procedures, and security protocols.

6.2 Decisions

  • The job holder has the authority to make decisions without reference, provided the decisions fall within the scope of the dimensions of the role.

6.3 Recommendations

  • Provide recommendations to the CTO on improving user support services and IT infrastructure.

7. CHALLENGES

  • Ensuring timely and effective resolution of user issues.
  • Maintaining up-to-date knowledge of IT developments and changes.
  • Balancing multiple user support requests and prioritizing effectively.
  • Ensuring user compliance with IT policies and security protocols.

8. QUALIFICATIONS, EXPERIENCES AND SKILLS

(a) Qualifications

  • Degree/Diploma in Information Systems, Computer Science, management, or related fields
  • Certificate in Networking, Server Administration and System Administration
  • Certificate in Computing

(b) Knowledge

  • In-depth knowledge of computer systems, software, and hardware.
  • Understanding of IT support processes and best practices.
  • Familiarity with IT security protocols and practices.

(c) Skills

  • Strong technical troubleshooting and problem-solving skills.
  • Excellent communication skills, both written and verbal.
  • Ability to work effectively in a team environment.
  • Strong organizational and time-management skills.
  • Customer service-oriented with the ability to manage user expectations.

d) Work Experience

  • At least two years of experience in a technical support role or related field.
  • Practical experience with various operating systems, software applications, and IT support tools.

Educational Qualification:

Job Type:

Contractual

Working Hours:

hours weekly

Language Requirements:

English

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