Information Technology Assistant at EngenderHealth

Job Code: 1173
Program/Office: Nigeria / Fistula Care Plus
Reports To: Country Project Manager

Job Summary

• The Technology Assistant provides end user support on EngenderHealth standard software and hardware.
• He or she provides maintenance of software and hardware assets; upgrades, relocates and tracks hardware (laptop and desktop allocation).
• The information Technology Assistant works closely with the Global IT team to maintain and optimize the local network/server infrastructure.
• The Information Technology Assistant also provides backstopping to the project Monitoring & Evaluation team

Responsibilities
Technical Support (70% time):

• Add new users and new resources to the network, making any other configuration changes as needed;
• Assist with the management of EH accounts (locking/unlocking, changing password)
• Perform hardware and software maintenance/upgrades.
• Maintain local area network, including laptops/desktops, switches, wireless access points and servers, by checking status of system operations daily; checking desktops and laptops for optimal performance on a scheduled basis; ensuring virus protection software is updated to current versions and virus definitions.
• Troubleshoot and resolve problems with operating systems and EngenderHealth standard applications, email, local area network, computer hardware and peripherals, printers, VPN access and remote computing, and Internet access.
• Resolve user requests for hardware or software assistance. When needed, escalade issues and work with the rest of the Global Tech Team for resolution. Document problems and resolutions.
• Provide technical assistance for any EngenderHealth conferences, workshops, or trainings held at a field office or at a remote site.
• The Information Technology Assistant is expected to provide the following services on a regular basis:
  • Ensure that backup is effectively running on end users’ machines and servers and remedy or report errors to Global IT Team.
  • Ensure that antivirus software is being updated  and software are up to date on end users’ machines
  • Ensure that network communications are up and in good condition (both local LAN and VPN).
  • Ensure that local Active Directory is healthy.
• In addition, the Information Technology Assistant is expected to own the following tasks and responsibilities on an as-needed basis:
  • Work with local providers (Internet, phone, etc) to ensure the resolution of issues which may arise related to their services.
  • Act as a liaison to other local companies, consultants and vendors when equipment repairs are needed.
  • Provide technical assistance in the procurement of IT related equipment.
  • Provide regular updates to the Global IT Team regarding the status of the office and work closely with them on the resolution of issues as applicable.

Asset Maintenance (10% time):

• Track allocation of software and hardware.
• Relocate equipment within the office as required.
• Replace basic internal hardware components if necessary (e.g., network interface cards, power supplies, disk drives, etc.).
• Configure and install new and replacement end-user hardware.
• Install and configure all EngenderHealth standard software.

Training (10% time):

• Perform technology orientation for all new staff (including full-time, part-time, interns and consultants).
• Other end user training as needed based on project’s needs.

Intranet (5% time):

• Develop and update the Nigeria office intranet pages including, but not limited to, identifying inconsistencies and out-of-date information.

Special projects (5% time):

• Handle tech projects as assigned.
• As well as all other duties as assigned.

Education, Experience & Certifications

• Bachelor’s degree in Information Sciences (or related field) and 1-year on-the-job training; or 2 to 3 years related on-the-job training, preferably in an international or not-for-profit environment.
• Experience working in and supporting a Windows 7/ Windows 10 environment
• Experience working and supporting Windows server 2008/2012/2016 environment
• Experience replacing basic internal components of computer hardware.
• Experience supporting business computing -- MS Office, Internet Explorer, remote computing,
• Familiarity with virtualization especially VMWARE,
• Familiarity with network security and CISCO firewalls

Knowledge, Skills and Abilities:

• Good writing skills
• Ability to manage multiple priorities
• Ability to work independently or with minimal supervision
• Excellent interpersonal skills
• Ability to lift and move computer hardware.
• Available to travel