Job Summary:
Provides support to end-users, internal users, or partners. Serves as the liaison between the IS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides first line support to end users for PC, server or mainframe applications, and hardware. 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. Prepares PCs for deployment and provide education and/or training to end user. Handles basic support of hardware, applications and operating systems, technical consultation, and networking.
Key Responsibilities:
- Providing first line support to end users for PC, server, or main frame applications.
- Assist in resolving system/operational difficulties.
- Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance.
- Prepares PCโs for deployment and provides education/training to staff.
- Interacts with networking services, software systems and applications as appropriate for problem resolution.
- Maintains accurate information within the ISS tracking system.
- Assists in the evaluation of business problems, evaluates and recommends vendor packages, and implements required software.
- Performs software installations on computers and configures specific applications.
- set up new users' accounts and profiles and deal with password issues.
- conduct electrical safety checks on computer equipment.
- Performs hardware diagnostics for company computers and maintains partnerships with manufacturers and vendors.
- Performs other duties as assigned.
- Executes the responsibility of the senior IT officer in his absence.
Applied Knowledge & Skills:
Plans and works on shared or joint projects and coordinates with others to achieve agreed upon outcomes.
- Exhibits working knowledge of organization and relationships for problem solving.
- Interprets and communicates information. Independently solicits appropriate information and selects best method or format for presenting it to the client. Clearly conveys ideas on nonroutine subjects or in a non-standard manner.
Problem Solving & Impact:
- Works on assignments that are routine in nature.
- Has ability to recognize situations that deviate from accepted practice and seeks managerial advice prior to taking action.
- Errors may affect departmental function and ability to meet deadlines.
Supervision Given/Received:
- Works under direct supervision and follows specific instructions; work is subject to regular review.
- Works independently on tasks, developing own work schedule and monitoring progress against defined parameters.
- Does not change procedures without supervisorโs approval.
Education:
- Bachelor's Degree or its International Equivalent in Computer Science and Information Technologies or Related Field.
Experience:
- Typically requires 2-4 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting, and repairing personal computers in a busy network environment.
- Must be a team player and able to work with minimal supervision.
- Strong technical and analytical skills.
- Solid experience in problem analysis and resolution of software problems.
Proven ability to function in a self-directed environment. - Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
- Ability to handle clients professionally during all interfaces.
- Bachelorโs degree in information technology/Computer Science
- Excellent oral and written communication skills
- Ability to interact with a broad range of end users.
- Prior work experience in a non-governmental organization (NGO).
Typical Physical Demands:
Typical office environment.
- Ability to spend long hours looking at computer screen and doing repetitive work on a keyboard.
- Ability to sit and stand for extended periods of time.
Technology to be Used:
Personal Computer, Microsoft Office (i.e., Word, Excel, PowerPoint, etc.), e-mail, telephone, printer, calculator, copier, cell phones, PDAs and other hand-held devices.
Travel Requirements:
- Less than 10-15%
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 applicantsโ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicantโs 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 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 โ and yourself.Please click here to continue searching FHI 360's Career Portal.
- Less than 10-15%
- Bachelor's Degree or its International Equivalent in Computer Science and Information Technologies or Related Field.