IT SUPPORT OFFICER

Duties & Responsibilities

• Provide timely and effective first-line and second-line technical support for all IT-related incidents including hardware, software, network and system access issues.
• Diagnose, analyse and resolve technical faults using structured troubleshooting methods ensuring root cause identification where possible. Escalate complex issues to the IT Manager or external service providers in line with IT procedures.
• Install, configure, upgrade and maintain desktops, laptops, printers, mobile devices and other IT peripherals to ensure optimal performance and compliance with organisational standards.
• Perform scheduled system maintenance including updates, security patches, antivirus monitoring, performance checks and preventive maintenance to reduce system downtime.
• Support and maintain local area network (LAN), wireless connectivity, internet services and basic server access ensuring stable and secure connectivity across the organisation.
• Manage the IT helpdesk system by logging, tracking, prioritising and resolving support requests within agreed service levels (SLAs) ensuring accurate documentation of all incidents and resolutions.
• Support user lifecycle management including onboarding, offboarding, account creation, access rights assignment, password resets and system permissions in line with IT security policies.
• Provide end-user training and guidance on systems, applications, cybersecurity awareness and best practices to improve digital efficiency across departments.
• Inforce IT security standards including access control, data protection protocols, device security and compliance with internal IT governance policies.
• Maintain accurate and up-to-date IT asset registers, system documentation, configuration records and support logs for audit and operational tracking purposes.
• Proactively identify recurring system issues, inefficiencies or risks and recommend sustainable technical solutions or process improvements to enhance IT service delivery.
• Support implementation of IT projects such as system upgrades, software rollouts, infrastructure improvements and digital transformation initiatives as assigned.

Applications to be sent to recruitment@vaal.co.ug

before 21st June 2026

If you do not hear from us within 14 days after the application deadline, please consider your application unsuccessful.