Help Desk Technician (On‑Demand)

About the role

The Help Desk Technician provides on‑demand technical support for end‑users in Johannesburg, handling a full range of desktop, laptop and peripheral issues. This role is contract‑based and focuses on rapid incident resolution, device lifecycle management and VIP escalation support.

Key responsibilities

• Deliver end‑to‑end support for desktops, laptops and mobile devices, troubleshooting hardware, software and connectivity problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix repairs.
• Manage device lifecycle including configuration, OS imaging, patching and vendor‑based hardware replacement.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket handling and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside assistance for Microsoft Office, Outlook, VPN clients and other business applications.
• Enforce security standards, antivirus monitoring and desktop policy compliance.
• Act as primary onsite contact for VIP users and critical escalations.
• Support printers, scanners and other peripherals, including routine maintenance.
• Assist with Active Directory user account tasks and smart‑hands support.
• Document incidents, hardware inventory and technical guides.

Required profile

• Entry‑level (Level 1) IT support experience with a strong customer‑service orientation.
• Familiarity with Windows environments and basic macOS support.
• Ability to follow ITIL processes for incident, problem and request management.
• Good communication skills in English.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office suite (including Outlook)
• VPN client configuration
• Windows OS administration
• macOS basics
• Active Directory user management
• ITIL framework
• OS imaging and patch management
• Antivirus and security policy enforcement