IT Support Analys (Remote, Entry-Level)

Role Description This part-time, remote IT Support Analyst (Entry-Level) role at SIMA - Salon des Industries Musicales d'Afrique francophone focuses on providing first-line technical assistance to internal teams and event stakeholders. The IT Support Analyst will respond to support tickets and requests, diagnose basic hardware and software issues, and escalate complex problems as needed. Daily responsibilities include assisting users with connectivity, application access, and device configuration, as well as maintaining documentation of common issues and solutions. The role also involves monitoring system performance for virtual tools and platforms used by SIMA, supporting online events and meetings, and collaborating with senior IT team members to improve support processes.
Qualifications

• Ability to provide basic Technical Support and Help Desk Support, including responding to user inquiries and following standard support procedures.
• Foundational Troubleshooting skills for identifying, diagnosing, and resolving common hardware, software, and connectivity issues.
• Hands-on familiarity with Desktop Computers, operating systems (Windows/macOS), and standard office applications.
• General understanding of Information Technology concepts, including user account management, security best practices, and remote support tools.
• Strong communication skills, with the ability to explain technical information clearly to non-technical users.
• Organized and detail-oriented, with the ability to log tickets, track issues, and follow up within agreed timelines.
• Ability to work independently in a remote environment, manage priorities, and collaborate effectively with a distributed team.
• Interest in learning and developing new IT skills; prior internship, volunteer, or academic experience in IT support is an advantage.
• Relevant coursework, certification, or training in IT, computer science, or a related field is beneficial (e.g., CompTIA A+ or similar).