IT Support Specialist at FHI Clinical Inc – Centurion, Gauteng

Summary of the Position

The IT Support Specialist provides day-to-day technical support to internal users and ensures the reliable operation of the Company’s end-user computing environment. The role supports hardware, software, and network connectivity issues, assists with onboarding and provisioning of user devices and accounts, and helps maintain IT systems in accordance with the Company's security, operational, and regulatory requirements.

This role acts as the primary point of contact for end-user support and works closely with the broader IT team to ensure timely resolution of technical issues and continuity of IT services.

Essential Functions

Provide first-line technical support to end-users for desktops, laptops, printers, and standard business applications.Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner through remote or onsite support.Configure, deploy, and maintain end-user devices including laptops, desktops, monitors, and peripherals.Assist with onboarding and offboarding activities including workstation setup, system access provisioning, and account configuration.Maintain accurate records of IT incidents, service requests, and resolutions in the IT ticketing system.Support the installation, configuration, and updates of software applications and operating systems.Assist in monitoring system performance and responding to alerts related to endpoints, servers, or network devices.Maintain IT asset inventories and assist with lifecycle management of equipment and licenses.Assist with routine maintenance activities such as system updates, backups monitoring, and endpoint security checks.Provide training and guidance to staff on the use of standard IT tools and systems.Assist with documentation of IT procedures, troubleshooting guides, and knowledge base resources.Liaise with external vendors and service providers as required for support or escalation.Support the IT team in implementing improvements to systems, workflows, and support processes.Assist in ensuring IT systems comply with applicable security, quality, and regulatory requirements.Participate in occasional after-hours support activities when necessary to maintain business continuity.Any other duties and responsibilities as may be assigned from time to time.

Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues.Ability to communicate technical information clearly to non-technical users.Strong customer service mindset and ability to respond to issues with a sense of urgency.Ability to prioritize and manage multiple support requests simultaneously.Familiarity with common enterprise technologies such as Microsoft 365, Windows operating systems, endpoint security tools, and remote support software.Understanding of IT service management practices such as ticketing systems and incident management.Ability to document processes and maintain accurate technical records.Ability to work independently with minimal supervision while collaborating effectively with the IT team.Strong organizational and time-management skills.Ability to maintain confidentiality and follow information security best practices.

Position Requirements

Education: Bachelor’s Degree or its International Equivalent in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience.

Preferred Job-related Experience: 2–4 years of experience providing end-user technical support in a corporate or professional services environment. Experience supporting:

Windows-based desktop and laptop environmentsMicrosoft 365 and related productivity applicationsBasic networking and connectivity troubleshootingHardware troubleshooting and device configurationIT ticketing or helpdesk systemsExperience working in a regulated or compliance-driven environment is beneficial.

Additional Eligibility Qualifications: Experience with one or more of the following is desirable:

Endpoint management or monitoring toolsRemote monitoring and management platformsIT asset management systemsMicrosoft Active Directory or identity management toolsBasic networking equipment and connectivity troubleshootingStrong proficiency in Microsoft Office Suite required.

Prior work experience in a clinical research, life sciences, or NGO environment preferred.Special Position RequirementsAvailability to provide occasional after-hours or emergency support when required.

Travel Requirements

Expected travel time is less than 30% for this position.