Help Desk Technician

About the role

We are looking for a proactive Help Desk Technician to provide on‑demand technical support for desktop and laptop users in Abuja. The role involves both remote and on‑site assistance, ensuring that end‑users experience minimal disruption and that IT assets remain secure and up‑to‑date.

Key responsibilities

• Deliver end‑to‑end support for desktop and laptop hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full device lifecycle, including configuration, OS imaging, patching, and vendor hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for Microsoft Office, Outlook, VPN clients and other EUC tools.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Support printers, scanners and other peripherals, handling troubleshooting and routine maintenance.
• Assist with Active Directory user account tasks and smart‑hands support.
• Document incident resolutions, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Fluent in English and Nigerian languages at B2 level.
• Available on an on‑demand schedule.
• Based in Abuja, Nigeria.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Windows operating systems
• Active Directory
• ITIL incident and problem management
• Microsoft Office suite (Word, Excel, Outlook)
• VPN client configuration
• Hardware troubleshooting for desktops, laptops, printers and scanners
• OS imaging and patch management
• Basic macOS and mobile device support
• Antivirus and security patching