Help Desk Officer

Eko Maintenance Limited is a rapidly growing Facility Management Company that specializes in the maintenance of high-rise building facilities, with an office located in Victoria Island, Lagos.

Job Position: Help Desk Officer

Job Location: Lagos
Employment Type: Full-time

Job Role

• We are seeking a Help Desk to provide first-line technical support to employees, troubleshoot hardware and software issues, manage support tickets, and ensure users can effectively access IT systems and services.

Job Responsibilities

1. Provide Level 1 technical support through phone, email, chat, or ticketing systems.
2. Diagnose and resolve hardware, software, network, and account-access issues.
3. Install, configure, and troubleshoot computers, printers, mobile devices, and peripherals.
4. Create, update, prioritize, and close support tickets.
5. Troubleshoot Windows, Microsoft 365, Outlook, Teams, and common business applications.
6. Assist users with password resets, account lockouts, MFA, and access issues.
7. Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.
8. Create and manage user accounts and permissions according to company procedures.
9. Escalate complex issues to Level 2/Level 3 support, networking, security, or infrastructure teams.
10. Maintain IT documentation, knowledge-base articles, and troubleshooting procedures.
11. Track hardware assets and assist with equipment deployment and replacement.
12. Follow IT security policies and protect confidential company information.
13. Provide excellent customer service and communicate technical solutions clearly to non-technical users.

Job Qualifications

1. Diploma or degree in Business Administration, Computer Science, Information Systems, or a related field.
2. CompTIA A+ is advantageous.
3. CompTIA Network+ or Security+ is a plus.
4. Microsoft certifications are beneficial.

Typical Experience:

1. Help Desk Analyst: 1–3 years
2. Senior Help Desk / Desktop Support: 3–5+ years

Required Skills:

1. Microsoft 365 and Outlook support
2. Hardware and peripheral troubleshooting
3. User account and password management
4. Ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice
5. Strong communication and customer-service skills

How to Apply
Interested and qualified candidates should send their CV to: recruitment2@ekomaintenance.com using the job title as the subject of the email.