Contract IT Desktop Support Technician

Position Overview:

The Contract IT Desktop Support Technician provides first-level onsite and remote technical support for TMCC staff and operational users. The position supports the daily availability, performance and security of end-user devices, workplace applications and related IT services across the Club. The technician will record and manage support requests, resolve incidents within assigned service levels, maintain accurate IT asset records, and escalate complex issues to senior IT personnel or vendors.

Job Objective

To support TMCC's day-to-day IT operations by delivering timely desktop support, maintaining reliable end-user computing services, assisting with account and device administration, and ensuring that support activities comply with TMCC IT policies, procedures and service standard

Key Responsibilities

A. End-User and Service Desk Support

• Provide onsite and remote technical support for desktops, laptops, tablets, mobile devices, printers and peripherals.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, printing, connectivity and approved business application issues.
• Log, classify, prioritise, update and close incidents and service requests in the ticketing system.
• Provide clear progress updates to users and escalate unresolved or high-impact incidents promptly.
• Assist staff and members, where assigned, with system access, login and basic application enquiries.

B. Hardware, Software and Endpoint Support

• Install, configure, deploy, relocate and replace desktops, laptops, printers, monitors and related equipment.
• Install approved software, updates and endpoint configurations in accordance with TMCC standards.
• Perform routine device health checks, basic troubleshooting, patch verification and endpoint security checks.
• Support meeting-room audio-visual equipment and other user-facing technology used for Club operations and events.

C. Account and Access Administration

• Assist with user account creation, modification, password reset, access assignment and deactivation under approved procedures.
• Support basic administration for Microsoft 365, Active Directory, Intune, SharePoint and other authorised systems.
• Carry out IT onboarding and offboarding tasks, including device preparation, account setup, equipment recovery and checklist completion.

D. IT Asset and Inventory Management

• Maintain accurate records for hardware, software licences, peripherals, spare equipment and assigned assets.
• Label, issue, transfer, recover and verify IT equipment, with appropriate acknowledgement and documentation.
• Assist with periodic stock checks, asset audits, warranty tracking and equipment disposal activities.

E. Infrastructure and Operational Technology Support

• Provide basic first-level checks and support for wired and wireless connectivity, Teams Phone, CCTV, access control, POS terminals, club operational systems and network-connected devices.
• Coordinate with senior IT staff and external vendors for technical diagnosis, repair, maintenance and service restoration.
• Monitor assigned devices or systems and report faults, unusual conditions or recurring issues.

F. Cybersecurity, Documentation and Compliance

• Follow TMCC IT security policies, acceptable-use requirements and data-protection procedures.
• Report suspected phishing, malware, unauthorised access, vulnerabilities or other security incidents immediately.
• Maintain troubleshooting guides, setup records, knowledge articles, support notes and other IT documentation.
• Assist with backup checks, audit evidence, system housekeeping and other operational tasks as assigned.
• Perform other IT support duties and ad-hoc assignments directed by the IT Manager or designated supervisor

Job Specifications

Qualifications and Experience

• Diploma, Higher NITEC, NITEC or equivalent qualification in Information Technology, Computer Engineering or a related discipline.
• Relevant desktop, helpdesk or end-user support experience is preferred. Fresh graduates with suitable technical training or internship experience may be considered.
• Experience in a customer-facing, hospitality, club, retail or multi-site operational environment is advantageous.