IT Officer at International Foundation for Electoral Systems (IFES)

Job Description:

• Answer, evaluate, and prioritize incoming helpdesk ticket, telephone, voice mail, e-mail, and in- person requests for assistance from users experiencing problems with hardware, software,
• networking, and other computer-related technologies.
• Interview users to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to IT-HQ.
• Create and maintain documentation of support activities and providing status updates to customers; Provide effective incident and problem resolution using automated systems and
• processes.
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
• Communicate with vendors to resolve technical problems with desktop computing software and hardware.
• Test software and hardware to evaluate ease of use and whether product will aid staff in performing work.
• Train other staff on software and hardware.
• Perform administrative functions on Windows servers in conjunction with the Senior Network Engineer. This will include server upgrades and solving issues related to AD, SMS, Print Services,
• and other applications that use Windows Server. Work with HQ to deploy new technologies and assist in training of local personnel.

Qualifications and Experience
B.Sc/BEng Computer Science/Engineering or minimum of 5 years relevant field experience with
reputable organizations or international NGOs.