job Description

The Helpdesk Technician serves as the primary point of contact for all technology-related matters, service requests, and inquiries across the University community. The incumbent will be reporting to the Deputy Director ICT and will combine frontline helpdesk operations with quality oversight responsibilities, supports digital transformation initiatives, and promotes a positive, solution-oriented experience for students, faculty, and staff.

Duties and Responsibilities

Log, categorize, and prioritize all incoming support requests via the helpdesk ticketing system (HESK/osTicket), maintaining detailed records for auditing and analysis
Provide multi-channel support (telephone, email, live chat, remote desktop assistance)
Diagnose and resolve hardware, software, network, and account-related issues
Facilitate resolution of escalated requests with Tier 2/Tier 3 engineers, vendors, or specialist units
Ensure timely follow-up with internal and external customers on open and closed incidents
Conduct quality calibration sessions to ensure adherence to procedures, communication standards, and SLA targets
Review helpdesk performance metrics and recommend improvements
Develop and maintain a comprehensive knowledge base of common issues and solutions
Produce daily and weekly helpdesk performance reports
Check, test, and certify repaired or newly-procured equipment prior to deployment
Support Active Directory and Google Workspace user account management (provisioning, password resets, offboarding)
Manage revenue-generating ancillary services, including receipting and accounting for funds received
Enforce IT security policies and escalate potential security incidents
Support web application testing, bug reporting, and troubleshooting of internally-developed systems
Assist with user acceptance testing (UAT) of new application releases
Stay current with emerging technologies, including AI-powered support tools and cloud platforms
Perform any other duties as assigned

Qualifications and Experience

-A Degree in Information Technology, Computer Science, Information Systems, or a closely related field
-A Master’s Degree in a relevant field is an added advantage
-Minimum of one (1) year experience in a helpdesk or IT support role
-Experience with helpdesk ticketing systems such as HESK or osTicket
-Proficiency in remote support tools (RDP, AnyDesk, TeamViewer) and endpoint management
-Proficiency in scripting languages such as PowerShell, Python, or Bash for automation and reporting
-Familiarity with web application development frameworks (e.g., Laravel, PHP) and database administration (MySQL/PostgreSQL) is an added advantage
-Understanding of RESTful APIs, version control (Git), and basic SDLC concepts is desirable
-Knowledge of Windows, macOS, and Linux operating systems
Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
Experience with Active Directory and Google Workspace administration
-Proficiency in Microsoft Office applications (Word, Excel, and related productivity tools)
-Awareness of cybersecurity trends, endpoint security, and acceptable use policy enforcement
-Experience in a higher education environment is an added advantage
-Strong problem-solving and analytical skills
-Excellent communication and interpersonal skills
-Ability to manage multiple tasks and prioritize effectively
-Customer-focused with a service-oriented mindset
-High level of integrity and professionalism
-Ability to work both independently and within a team
-Strong attention to detail and commitment to quality standards

How to Apply

Interested candidates must submit an application letter, certified copies of certificates, transcripts, national identification (ID/Passport & birth certificate), and a detailed curriculum vitae (CV) including full personal particulars: full name, place and date of birth, qualifications, date of availability, contact details, and the names and addresses of three referees. The application pack should be sent as a single PDF file clearly stating ‘‘Helpdesk Tech’’ in the subject line to the email address: [email protected] by no later than 1400 hours on Friday, 20 March, 2026. Applicants should clearly indicate the position being applied for in the application letter. Only shortlisted candidates will be contacted.

Africa University is committed to Diversity, Ubuntu, Professionalism, Integrity and Excellence. Qualified candidates from all backgrounds are encouraged to apply.

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