JOB PURPOSE

Under the supervision of the Manager – Help Desk, the Senior Help Desk Engineer is responsible for providing advanced technical support and expertise to ensure the smooth operation of the IT Help Desk as well as contributing to the delivery of exceptional customer service and troubleshooting complex issues efficiently.

KEY RESPONSIBILITIES:

• Provides expert technical support and troubleshooting for a wide range of hardware and software issues.
• Configures and maintains computer systems, peripherals and mobile devices.
• Monitors and maintains system performance, ensuring optimal uptime and responsiveness.
• Conducts regular system audits to ensure compliance with security protocols.
• Develops and maintains strong relationships with internal stakeholders and end-users.
• Troubleshoots and resolves network connectivity issues.
• Conducts user-training sessions on IT tools and applications.
• Provides technical guidance and advice to end-users on IT-related matters.
• Conducts software validations and user acceptance testing.
• Installs and configures antivirus software to protect systems from security threats.
• Performs routine system back-up and data recovery tasks.
• Troubleshoots issues related to email systems and collaboration tools.
• Collaborates with the security team to address vulnerabilities and security breaches.
• Provides technical guidance and support to team members, assisting them in navigating technical challenges and fostering professional growth.

REQUIREMENTS:

• Bachelor’s Degree in Computer Science, Information Technology or related field.
• Minimum three (3) years’ related work experience.
• Professional certifications in CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA).

DESIRED COMPETENCIES:

• Excellent verbal and written communication skills
• Excellent problem-solving ability
• Excellent interpersonal skills
• Excellent analytical skills
• Good planning & organizing skills
• Goal and result oriented
• Ability to troubleshoot hardware and software issues efficiently
• Proficient in configuring and troubleshooting network devices and protocols
• Expertise in working with various operating systems, including windows, macOS and Linux
• Knowledgeable in implementing and enforcing IT security policies and procedures
• Skilled in conducting  hardware maintenance and upgrades
• Familiar with a wide range of software applications and their functionalities
• Experienced working with cloud computing technologies and platforms
• Proficient in data back-up processes and disaster recovery strategies
• Capable of providing support for mobile devices and applications.
• Skilled in providing remote technical support to end users.

The salary is J$4.82 million per annum plus any current allowances attached to this position.

Applications should be sent no later than Friday, June 26, 2026 by email to:

Director – Corporate Services Division

ICT Authority

235b Old Hope Road

Kingston 6

email: recruitment@icta.gov.jm

We thank all applicants for their interest in this career opportunity.  Kindly note, however, that only shortlisted candidates will be contacted.