IT Support Officer

Workplace Circumstances

• Environment: Educational (schools / universities etc.)
• Languages: English, Khmer
• Location: Phnom Penh

Position Summary

Report to: The Director

Working day: Mon - Sat (8:00am - 5:00pm)

Location: Phnom Penh, Cambodia

The IT Support Officer at CITA Institute is responsible for maintaining the smooth and efficient operation of the institute's technology infrastructure, including hardware, software, and network systems. This role provides essential technical assistance and support to students, faculty, and administrative staff, ensuring a reliable and productive digital learning environment.

Duties & Responsibilities

• Technical Support and Maintenance
• Provide first-line technical support (in-person, phone, and remote) for IT-related issues, troubleshooting hardware (desktops, laptops, printers, projectors, security camera) and software problems.
• Perform routine maintenance, updates, and repairs on all institute computer systems.
• Manage user accounts, passwords, and access rights across various systems and platforms (e.g., email, google workspace).
• Install, configure, and upgrade operating systems and essential applications.
• Network and System Management
• Monitor and maintain the local area network (LAN) and wireless network (Wi-Fi) to ensure connectivity and security.
• Assist in the management and maintenance of CITA's servers, website and data storage solutions.
• Implement and manage data backup and recovery procedures.
• Maintain inventory of all IT assets and equipment.
• Training and Documentation
• Develop and deliver basic IT training and guidance to staff on new software or IT policies.
• Create and maintain clear, up-to-date documentation for IT procedures, troubleshooting guides, and system configurations.
• Security and Compliance
• Monitor systems for security threats (e.g., viruses, malware) and execute countermeasures.
• Ensure the institute's IT practices comply with relevant data protection and security policies.

Qualifications

• High School Diploma
• Bachelor's Degree in Information Technology, Computer Science, or a related field.

Work History

• Experience in an IT support or help desk role, preferably within an educational environment for 1 to 2 years as a minimum

General & Technical Skills

• Proficiency in troubleshooting and supporting Windows and macOS operating systems.
• Experience with Microsoft Office Suite (or equivalent) and common educational software.
• Familiarity with server operating systems (e.g., Windows Server, Linux) is a plus.

Soft Skills

• Problem-Solving: Excellent analytical and diagnostic skills to quickly resolve complex technical issues.
• Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer Service: A helpful, patient, and service-oriented attitude, focused on user satisfaction.
• Organizational Skills: Ability to manage multiple priorities, track support tickets, and maintain accurate records.