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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
3
Technicians and Associate Professionals
Sub-Major Group
35
Information and Communications Technicians
Minor Group
351
Information and Communications Technology Operation and User Support Technicians
Unit Group
3511
Information and Communications Technology Operation Technicians
Minor Unit Group
MASCO Code
3511-03
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Information Technology Assistant provides operational support in managing and maintaining an organisation’s information technology systems and infrastructure. The role assists with the installation and configuration of hardware and software, monitors system performance, supports network and database maintenance, and provides first-line technical assistance to users, including troubleshooting and managing access and support requests. They help ensure the continuity, security and efficiency of daily IT operations under the supervision of senior IT personnel.
Tasks
Respond to user inquiries and provide first-line technical support via phone, email, or in person.
Install, configure, and update computer systems, software applications, and hardware peripherals.
Monitor basic network and IT system performance and assist in troubleshooting connectivity and technical issues.
Assist in performing system backups and supporting basic cybersecurity and data protection measures.
Maintain IT documentation, asset records, and inventory.
Assist in supporting IT projects, system upgrades, and deployment of new technologies.
Provide basic user training on software, equipment, and IT systems.
Manage user accounts, access permissions, and route IT helpdesk tickets.
Assist in IT procurement activities, including sourcing and recording hardware, software, and supplies.
Skills
Basic
Apply problem-solving and analytical skills to diagnose technical issues.
Communicate clearly with users of varying technical knowledge.
Follow procedures accurately with attention to detail.
Manage time and organise multiple tasks effectively.
Use basic computer applications, including operating systems and office productivity tools.
Specific
Ability to support data backup, recovery processes, and basic antivirus and security measures.
Basic knowledge in scripting for Information Technology (IT) tasks.
Competency in hardware troubleshooting, basic repair, and maintenance.
Competency in user account and basic Active Directory management.
Knowledge in fundamental networking concepts.
Proficiency in common office software applications.
Proficiency in Information Technology (IT) service management and helpdesk tools, including ticketing systems.
Proficiency in software installation, updates, and patch management.
Proficiency in Windows, Linux, and macOS operating systems.
Additional Info
QUALIFICATION
Diploma or equivalent
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