Zonal IT Helpdesk Technician

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Position Title: Zonal IT Helpdesk Technician
Location: Abuja
Country: Nigeria
Deadline Date:

Job Details

Job Posting Organization:
The World Health Organization (WHO) is a specialized agency of the United Nations responsible for international public health. Established on April 7, 1948, WHO's mission is to promote health, keep the world safe, and serve vulnerable populations. The organization operates in over 150 countries and has a workforce of more than 7,000 employees. WHO's primary goal is to ensure that all people can attain the highest possible level of health, and it works closely with countries to strengthen their health systems and improve health outcomes.

Job Overview:
The Zonal IT Helpdesk Technician plays a crucial role in supporting the technical needs of WHO zonal and state offices. This position is responsible for providing first-level technical support, ensuring that staff can effectively operate their technology and machinery. The technician will troubleshoot various technical issues, maintain records of events and resolutions, and ensure the smooth functioning of the organization's ICT infrastructure. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality support to enhance the operational efficiency of WHO's health initiatives.

Duties and Responsibilities:

• Helpdesk Support: Respond to and resolve technical queries and issues raised by staff via phone, email, or in-person. Provide timely and effective solutions to technical problems, escalating complex issues to higher-level support at the Abuja country office level. Document and track all helpdesk requests using the organization's ticketing system.
• Technical Troubleshooting: Troubleshoot and resolve hardware, software, and network issues. Conduct root cause analysis to identify and resolve recurring technical issues. Collaborate with other teams to resolve technical issues that impact multiple systems or departments.
• ICT Infrastructure Maintenance: Perform routine maintenance tasks on ICT equipment, including firewalls, switches, desktops, laptops, printers, and other peripherals. Ensure all ICT equipment is properly configured, updated, and secured. Conduct regular backups and ensure data integrity.
• Technical Documentation: Maintain accurate and up-to-date technical documentation, including user manuals, technical guides, and knowledge base articles. Develop and deliver training materials and user guides to staff and stakeholders.
• ICT Cybersecurity: Implement and enforce ICT security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies and procedures to ensure the security and integrity of the organization's data and systems. Monitor and respond to security incidents, escalating to management as needed.
• User Training: Assist users in understanding and using IT systems and applications.
• Communication and Collaboration: Communicate technical information to non-technical stakeholders in a clear and concise manner. Collaborate with other teams to ensure effective ICT service delivery.
• Perform other duties as required.

Required Qualifications:
Education: Essential - Completion of Secondary, technical, or commercial school. Desirable - High school diploma or equivalent in Computer Science, Information Technology, and ICT Certifications (e.g., Microsoft, CISCO, CompTIA A or Network, ITIL Foundation).
Experience: Essential - At least 3 years of experience in a helpdesk or technical support role. Desirable - Experience with helpdesk and remote support tools, and ticketing systems. Understanding of networking principles and administration" style="border-bottom: 1px dotted #007bff !important;">system administration tasks. Experience with IT Network architecture, Cisco routers and switches configuration, IP addressing and subnetting, and experience in virtualization.

Educational Background:
The educational background required for this position includes the completion of secondary education, with a preference for candidates who have pursued technical or commercial schooling. A high school diploma or equivalent in Computer Science or Information Technology is desirable, along with relevant ICT certifications such as Microsoft, CISCO, CompTIA A or Network, and ITIL Foundation.

Experience:
The position requires a minimum of 3 years of experience in a helpdesk or technical support role. Candidates with experience in using helpdesk and remote support tools, as well as ticketing systems, will be preferred. A solid understanding of networking principles and system administration tasks is essential, along with experience in IT network architecture, Cisco routers and switches configuration, IP addressing, subnetting, and virtualization.

Languages:
Proficiency in English is essential for this position. Candidates should be able to communicate technical information effectively to non-technical stakeholders, ensuring clarity and understanding.

Additional Notes:
The position is full-time and based in Abuja, Nigeria. The role may involve collaboration with international teams, and candidates should be prepared to adapt to a dynamic work environment. Compensation and benefits will be discussed during the interview process.