Title:  Trainee, Desktop Support

1.JOB PURPOSE:  To support the IT Infrastructure – Desktop Support team in delivering first-level technical support to employees. The trainee will gain practical experience in troubleshooting computer hardware and software, preparing and configuring IT equipment, supporting end users, managing service tickets, and following company IT security policies and procedures under supervision. 
 
2.KEY ACCOUNTABILITIES:   

• Follow company IT policies, procedures, information security requirements, and standard operating practices. Handle user devices and information responsibly and maintain confidentiality. 

• Assist with day-to-day user support for desktop computers, laptops, monitors, printers, peripherals, Windows, and Microsoft 365 applications. Log, update, and follow up on incidents and service requests in the IT ticketing system. 

• Assist with device setup, installation, configuration, deployment, and basic troubleshooting. Support user onboarding and offboarding activities, and account or access requests under authorization. Escalate unresolved issues to the appropriate team. 

• Learn new technologies and support procedures, document solutions, and suggest improvements to recurring issues with guidance from the team. 

• Maintain accurate ticket notes, record troubleshooting steps and outcomes, and provide status updates to the supervisor and relevant users. 

• Comply with applicable health, safety, quality, environmental, and workplace requirements when handling IT equipment and performing assigned tasks. 

• Perform other related IT support duties and training activities assigned by the supervisor, within the trainee’s skills and authorization. 

 
3.QUALIFICATIONS, EXPERIENCE, & SKILLS:   
 
Minimum Qualifications: 
 
Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field. 
 
 
Minimum Experience: No prior work experience required. 
 
Required Skills: 
 
• Basic knowledge of Windows operating systems and computer hardware. 
• Basic understanding of Microsoft 365 applications and networking concepts. 
• Good communication, customer service, and problem-solving skills. 
• Ability to work collaboratively, follow instructions, and learn from feedback. 
• Awareness of IT security, confidentiality, and responsible handling of company equipment. 
• Willingness to provide user support and escalate issues when necessary.