IT Assistant

Position Summary

The Information Technology (IT) Assistant is responsible for providing day-to-day technical assistance to employees, maintaining IT equipment and records, and assisting with system setup, updates, and troubleshooting. The IT Assistant helps ensures reliable, secure, and efficient use of the Company technology under the supervision of the IT Manager or Solutions Architect.

The role also supports equipment deployment, employee onboarding and offboarding, approved account and access requests, software updates, and preventive maintenance. Responsibilities include maintaining accurate asset inventories, documenting troubleshooting and maintenance activities, and preparing clear task endorsements to ensure continuity of work.

Under the supervision of the IT Manager or Solutions Architect, the IT Assistant follows Company policies, protects confidential information, reports suspected security incidents, and assists with gathering supporting records for compliance reviews. The overall objective is to help employees use technology effectively while supporting consistent IT service delivery and continuous improvement.

Roles and Responsibilities

User Support and service requests

• Receive, record, prioritize, and troubleshoot requests involving computers, printers, software, email, and connectivity. Track actions and resolutions in the ticketing system.
• Assist with workstation setup, configuration, deployment, and maintenance activities and keep users informed, confirm that issues are resolved, and escalate complex problems, recurring failures, and service outages to the appropriate IT personnel.
• Maintain professional communication with employees, clients, and vendors, and escalate issues beyond assigned responsibilities to the IT Manager or Solutions Architect.

Accounts and access support

• Assist with onboarding, offboarding, password resets, and multifactor authentication enrollment after verifying identity and obtaining required approvals.
• Perform basic account administration tasks, implement approved account and access changes within assigned permissions. Maintain records of request, approvals, and completed actions.

Equipment and software support

• Set up company laptops, desktops, mobile phones, peripherals, and approved applications using established configuration standards. Assist with equipment deployment, replacement, and repair.

· Install approved updates and patches, verify results, and report failed installations or unresolved vulnerabilities. Coordinate changes to minimize disruption.

• Support technology refresh activities, equipment replacements, and internal IT improvement initiatives.

Security, IT Documentation, and Record Management

· Check assigned endpoint protection and monitoring alerts, document findings, and promptly escalate suspicious activity. Follow approved incident procedures and preserve relevant records.

• Assist in preparing, updating, and organizing IT procedures, user guides, troubleshooting instructions, technical documentation under the direction of the IT Manager or Solutions Architect.
• Maintain accurate IT asset records, including equipment serial numbers, assigned users, locations, condition, lifecycle records, and issuance or return details.
• Document technical support requests, troubleshooting steps, resolutions, and maintenance activities in the designated ticketing system and IT records.
• Prepare task endorsements that clearly identify completed activities, pending issues, required follow-up actions, and responsible personnel.
• Assist with reviewing assigned endpoint protection and software update reports, report identified issues, and carry out approved corrective actions.
• Assist in gathering and organizing IT records and supporting evidence for internal reviews, audits, and compliance assessments.

· Assist in delivering technical training, cybersecurity awareness sessions, and mentoring activities to help employees improve their technical knowledge, security awareness, and effective use of Company technology.

• Organize and retain IT records in approved locations and assist with authorized equipment sanitization and disposal documentation.

Authority and accountability

• Verify user identity and required authorization before carrying out account or access changes, and maintain records of completed actions.
• Assist in maintaining a clean, organized, and secure environment for IT equipment, storage areas, cables, spare parts, and supplies.
• Follow Cyber Lab’s IT policies, cybersecurity procedures, acceptable use requirements, and access control practices.
• Promptly report suspicious emails, malware alerts, lost equipment, suspected unauthorized access, and other security concerns through established reporting channels.

· Escalate suspected incidents, data loss, failed backups, and significant outages promptly. Follow the incident response lead’s instructions for containment and recovery.

• Protect the confidentiality of Company and client information, system credentials, and user data by using approved access, storage, and communication methods.

Work Location: In person