IT Officer

Job Posting Organization:
FHI 360 is a global development organization that was established with a mission to improve lives through a rigorous, evidence-based approach. The organization operates from 60 offices worldwide and employs approximately 4,400 staff members. FHI 360 is dedicated to partnerships at every level and employs a multidisciplinary approach to create a lasting impact on individuals, communities, and countries, ultimately improving the lives of millions.

Job Overview:
The IT Officer position is crucial for providing support to end-users, internal users, or partners within the organization. This role serves as the first line of support for various technical issues related to desktop computers, laptops, printers, servers, network connectivity, and remote access. The IT Officer is responsible for simulating or recreating processes to resolve operating difficulties and may need to interact with network services, software systems engineering, and applications development to restore services or identify and correct core problems. The position requires collaboration with the US Information Solutions and Services (ISS) Operations team and the US ISS Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks. The IT Officer will also ensure the weekly update of the SentinelOne Anti-virus for servers and clients, perform regular backups of servers and user files, and manage software installations on company computers. A working knowledge of various technologies is essential to effectively support end-users, and the IT Officer will maintain the office IT system and upgrade it as required or instructed by headquarters. The role demands the ability to interact with a broad range of end-users and utilize various technical resources to provide support, ensuring optimal operation of all office devices and end-user computing environments.

Duties and Responsibilities:
The IT Officer will be responsible for a comprehensive set of duties including: providing support for computer hardware, software, printers, applications, operating systems, servers, and network devices; ensuring the weekly update of the SentinelOne Anti-virus; performing regular backups of servers and user files; managing software installations and configurations; maintaining the office IT system; collaborating with third-party suppliers/vendors; ensuring optimal operation of all office devices; tracking and managing incidents to conclusion; identifying and promoting technical and operational best practices; training staff in newly deployed technologies; and enforcing FHI 360’s policies and standard operating procedures. The IT Officer must demonstrate complete ownership of all incidents or service requests and support organizational priorities by ensuring timely resolution of incidents.

Required Qualifications:
Candidates must possess a BS/BA degree and have 3 to 5 years of relevant experience, or alternatively, a High School diploma/GED or the international equivalent with at least 7 years of relevant experience. Vocational or specialized training may also be considered, along with an equivalent combination of education and experience. Prior work experience in a non-governmental organization (NGO) is preferred. The role requires a moderate understanding of Information Technology industry practices, solid knowledge and experience with incident management and operations services tools and systems, and proficiency with MS Office Suite, Windows 10/11, Office 365, Microsoft Exchange, Exchange Online, Active Directory, and Azure Active Directory.

Educational Background:
The educational background required for this position includes a BS/BA degree in a relevant field or a High School diploma/GED with significant relevant experience. Specialized training in IT or related fields is also beneficial and may be considered in lieu of formal education, particularly for candidates with extensive experience in the field.

Experience:
The IT Officer position requires candidates to have a minimum of 3 to 5 years of relevant experience if they hold a BS/BA degree, or at least 7 years of relevant experience if they have a High School diploma/GED. Experience in a non-governmental organization (NGO) is highly desirable, as it provides context for the unique challenges and environments in which FHI 360 operates.

Languages:
Fluency in English, both spoken and written, is mandatory for this position. Candidates should possess strong communication skills to effectively interact with diverse staff and the public. While English is the primary language required, knowledge of additional languages may be considered an asset but is not mandatory.

Additional Notes:
This job posting outlines the main duties and responsibilities of the IT Officer role but does not restrict the exact tasks that may be assigned. It is important to note that this document should not be construed as a contract of employment, as management reserves the right to review and revise job descriptions at any time. FHI 360 is an equal opportunity and affirmative action employer, committed to preventing discrimination based on various characteristics. The organization emphasizes safeguarding and requires all personnel to adhere to a code of conduct. Employment offers will be subject to screening checks, including reference and criminal record checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme, ensuring a thorough vetting process for applicants. The organization promotes a healthy work/life balance and offers a competitive benefits package.