IT Support Officer

Responsibilities

• This position reports to the Technical Director.
• This position does not have any supervisory or management responsibilities
• Administrative:
• Comply with Global Programs administrative policies and procedures.
• Making copies, printing, and scanning of documents as needed.
• Filling and submitting administrative documents including timesheets, leave forms, advance request forms, and documents related to travel expenses
• Communications:
• Prepare presentations, reports, and other IT related sessions based on Global Programs activities.
• Communicate with donors under guidance from the Technical Director or Country Representative.
• Provide IT training as needed.
• Serve as a Global Programs representative for meetings and conferences (e.g., meetings with stakeholders from PEPFAR, donors, MoH, IPs, etc.).
• Technical:
• Provide timely technical support to staff using desktops, laptops, printers, scanners, mobile devices, and other IT equipment.
• Install, configure, maintain, and troubleshoot computer hardware, operating systems, and software.
• Set up user accounts, email, Microsoft 365 applications, Teams, OneDrive, and other organizational systems.
• Manage office network connectivity, including LAN, WLAN, Wi-Fi, routers, switches, firewalls, and internet services.
• Monitor internet performance and coordinate with service providers to resolve connectivity problems.
• Support video- and audio-conferencing equipment and virtual meetings.
• Implement routine data backup, device security, antivirus protection, software updates, and access-control measures.
• Support the procurement, configuration, assignment, and secure disposal of IT equipment.
• Managing equipment and software-licence procurement for NASHCoP and ZIHHTLP.
• Coordinating requirements, quotations, vendors, approvals, purchasing, delivery, configuration, handover, and disposal.
• Provide routine server administration and technical support for CTC2 and other organizational systems, including monitoring, backups, security, troubleshooting, documentation, and coordination with developers or technical specialists on systems architecture issues.
• Maintaining procurement records and tracking equipment, licences, warranties, renewals, assignments, and other technology assets.
• Coordinate with IT vendors and service providers when specialized support is required.
• Prepare and maintain documentation for IT systems, configurations, procedures, and changes.
• Train staff on the effective and secure use of organizational technology.
• Promote good practices in password management, data protection, phishing prevention, and general cybersecurity.
• Support organizational systems such as finance, administrative, or enterprise resource planning systems.
• Escalate complex technical issues and follow up until they are resolved.
• Perform other IT-related duties

Requirements

• This position may be required to travel to support field activities

Qualifications

• A bachelor’s degree or equivalent qualification in information technology, computer science, computer engineering, information systems, or a related field, with relevant practical experience.
• At least three years of relevant experience providing IT support.
• Practical experience troubleshooting computers, operating systems, office applications, networks, printers, and peripheral equipment.
• Working knowledge of Microsoft 365, including Outlook, Teams, and OneDrive.
• Experience supporting users with different levels of technical knowledge.
• Basic knowledge of information security, data backup, and access management.
• Strong problem-solving and organizational skills.
• Good verbal and written communication skills.
• Ability to prioritize and manage several support requests at the same time.
• Ability to work independently while collaborating effectively with colleagues and external service providers.
• A professional, patient, and service-oriented approach to supporting users.
• Excellent skills in critical thinking and analysis.
• Excellent organizational and interpersonal skills.
• Availability to travel in-country to support project activities.
• Fluency in English and Kiswahili is required

Skills