IT Officer

Job Posting Organization:
FHI 360 is a global development organization that employs a rigorous, evidence-based approach to its work. Established with a mission to improve lives through partnerships and multidisciplinary strategies, FHI 360 operates in 60 offices worldwide, employing approximately 4,400 staff members. The organization focuses on various sectors including health, nutrition, education, economic development, civil society, environment, and research, aiming to create a lasting impact on individuals and communities across the globe.

Job Overview:
The IT Officer position is designed to provide essential support to end-users, internal users, and partners within the organization. This role serves as the first line of support for issues related to desktop computers, laptops, printers, network connectivity, and remote access. The IT Officer is responsible for simulating or recreating processes to resolve operational difficulties and may need to interact with network services, software systems engineering, and applications development to restore service or identify and correct core problems. The IT Officer will collaborate closely with the IT Manager, the US ISS Operations team, and the US ISS Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks. This position requires a proactive approach to handling basic support of hardware, software, applications, and operating systems, as well as network printers and scanners. The IT Officer will also be expected to provide IT user training and documentation, ensuring compliance with FHI 360’s IT policies, and managing IT incidents and requests effectively.

Duties and Responsibilities:
The IT Officer will be responsible for a variety of tasks including: providing desktop/user support, performing software installations on company computers, configuring applications as specified, and repairing computer equipment. The officer will also plan and implement scheduled maintenance upgrades and software upgrades when necessary. They will ensure the weekly update of Kaspersky Anti-Virus on servers and clients, manage IT incidents and requests, and escalate issues to the IT Manager as necessary. The IT Officer will demonstrate ownership of customer issues, seek solutions independently, and work on assignments that are routine in nature. They will also provide user training on new technologies and ensure compliance with FHI 360’s IT policies. The role may involve leading small projects to build project management and delivery capacity, and the officer will be expected to recognize situations that deviate from accepted practice and seek managerial advice before taking action.

Required Qualifications:
Candidates must possess a minimum of 5 years of experience providing end-user phone support for current PC desktop and application software, or experience in installing and upgrading systems. Additionally, candidates should have experience troubleshooting and repairing personal computers in a network environment. A Bachelor's Degree or its International Equivalent in Computer Engineering, Computer Science, Information Technologies, or a related field is required. Prior work experience in a non-governmental organization (NGO) is preferred, and an equivalent combination of education and experience will also be considered.

Educational Background:
The educational background required for this position includes a Bachelor's Degree or its International Equivalent in fields such as Computer Engineering, Computer Science, Information Technologies, or a related field. This educational foundation is essential for understanding the technical aspects of the role and for effectively supporting end-users.

Experience:
The position requires a minimum of 5 years of relevant experience in providing end-user support, particularly in a networked environment. This experience should include troubleshooting and repairing personal computers, as well as familiarity with current PC desktop and application software. Experience in an NGO setting is advantageous but not mandatory.

Languages:
Fluency in English, both spoken and written, is mandatory for this position. This proficiency is crucial for effective communication with a diverse range of end-users and for providing technical support. While English is the primary language required, additional language skills may be considered beneficial but are not explicitly stated as mandatory.

Additional Notes:
FHI 360 offers a competitive compensation package, with the expected hiring salary range for this role being between USD 14,000 to 20,000 annually for basic salary. The organization considers various factors when determining an offer amount, including relevant years of experience, education, internal equity, market pay, and budget constraints. This job posting summarizes the main duties of the position but does not prescribe or restrict the exact tasks that may be assigned. The organization reserves the right to review and revise job descriptions as necessary. FHI 360 is committed to equal opportunity and affirmative action, ensuring that employment practices do not discriminate 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. The organization also emphasizes safeguarding and preventing abuse, exploitation, and harassment in its work environments and programs.