IT Support Technician (L1) – Onsite

About the role

Sharp Brains is seeking an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance in the Greater Accra Region. The role is part‑time (2 days a week) on a one‑year freelance/B2B contract, with the possibility of extension.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support for applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary on‑site contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, handling routine maintenance and troubleshooting.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Work with Windows OS environments, mobile device support, and basic macOS device handling.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Minimum 3 + years of experience in IT support (L1/L2 deskside).
• Ability to work on‑site two days per week in Accra/Tema.
• Freelance/B2B contract willingness for a 1‑year term (extendable).
• Strong communication skills for VIP and escalation handling.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating systems
• MS Office & Outlook
• VPN client configuration
• Active Directory basics
• ITIL incident/problem management
• Printer and scanner troubleshooting
• Hardware imaging and patching
• Antivirus monitoring and security patching
• Basic macOS device support
• Mobile device support