JOB SUMMARY:
The IT Officer provides support to end-users, internal users, or partners. Serves as the first line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. He/She works with FHI 360 US ISS Operations team and US ISS Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks.
KEY RESPONSIBILITIES:
Provides support of computer hardware, software, printers, applications, operating
systems, servers, and network devices.
Ensures the weekly update of the Kaspersky Anti-virus of servers and clients.
Performs regular backups of servers, user files, and network shared files.
Performs software installations on company computers and configures applications as specified.
Working knowledge and understanding with a variety of technologies to effectively support end users.
Configures and maintains servers, routers, switches, wireless access points, security appliances, etc.
Maintains the office IT system and upgrades when required or as instructed by HQ.
Ability to interact with a broad range of end-users and use various technical resources to provide support.
Manages and collaborates with third party suppliers/vendors where appropriate and ensures that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
Supports organizational wide priorities by ensuring optimal support and timely resolution of incidents.
Demonstrates complete ownership of all incidents or service requests.
Tracks and monitors progress of all incidents to conclusion
Identifies and promotes technical and operational “best practices.”
Trains staff on newly deployed technologies
Reviews and enforces FHI 360’s policies and standard operating procedures (SOPs)
Excellent oral and written communication skills.
Plan and execute periodic visits to field offices to give technical support and help build the
capacity of FHI 360 staff/partners to keep their computers up to date.
Advises management on everything IT (budget, procurement, strategy, project startup/closeout, vendor selection, project technologies, etc.). Attends meetings for these activities.
REQUIRED SKILLS:
Moderate understanding of Information Technology industry practices.
Solid knowledge and experience with incident management and operations services tools and systems.
Proficiency with MS Office Suite 2016, Windows 7 & 10, Office 365, Exchange 2010/2013, Active Directory. Knowledge of Cisco Routers/Switches, Meraki’s, and other network devices. A willingness to increase knowledge and update skills as required.
Strong oral and written communication skills. Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
Ability to multi-task and self-motivate through assignments and routines.
Telecommunications: PABX, VoIP, voice mail, and peripheral devices
Server: Windows Server 2008 & 2012, Exchange 2010/2013, Active Directory, DFS, WSUS
Desktop: Windows 7 & 10, Microsoft Office Suite 2016, Office 365, Internet
Explorer, Kaspersky Anti-Virus
Network: Cisco routers/switches, Meraki, Ethernet, TCP/IP, DNS, DHCP
WORKING CONDITIONS AND TRAVEL REQUIREMENTS:
Usual office working conditions.
Ability to schedule morning or evening calls with APRO and HQ/Washington D.C- based team, as needed.
EDUCATION/EXPERIENCE:
BS/BA and 3 - 6 years relevant experience; or AA and 6 - 8 years relevant experience;
or High School/GED and 8 - 10 years relevant experience.
Prior work experience in a non-governmental organization (NGO).
Fluency in English and local language.
Must be able to read, write, and speak fluent English.
This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.
Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.
FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org.
FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.
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