Information Technology Assistant at Heartland Alliance

Reports to:  Information Technology Officer

Job Summary

The position is to assist the onsite IT Officer/consultant to manage and provide help to system end-users for their hardware and software computer related needs.   The incumbent provides these services in an effective and efficient manner that will ensure maximum access to and implementation of technology services and resources. On this role you are responsible for the computer systems within the organization, oversees installation, ensures back-up, operating systems imaging, makes recommendations for hardware and software.

Essential Duties and Responsibilities

• Assist and support incoming help request from end user via email, telephones in a courteous manner.
• Assist the onsite IT officer to apply diagnostic utilities to aid in troubleshooting; and also manage and maintain IT inventory, log all support issues to the IT service desk portal.
• Prioritize and schedule problems, escalate problems (when required) to the IT Officer for further resolution.
• Assist in recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decision made, and action taken, through to final resolution.
• Perform post-resolution follow-up requests, perform quarterly preventative maintenance, including checking and cleaning of workstations, printers, scanners and other peripherals.
• Assist to perform hands-on fixes at the desktop and laptop level, including installation and upgrades of software and hardware, general system installation and monitor anti-virus software.
• Assist in developing and disseminating I.T. best practices.
• Support the IT Officer in the establishment and implementation of software development and customization projects.
• Any other duties as may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or competency required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: 

• HND/Bachelor’s degree in computer sciences, or a related field; experience in managing an Information Technology operation is required.
• Minimum of 2 years’ experience in the field of information technology, including experience supervising technical staff.
• Basic knowledge of system development methods used for the development of new systems and enhancements to existing information systems.
• Basic knowledge of advanced concepts and basic operating principles of data communications and information systems, hardware, and software.
• Basic knowledge of computer monitoring systems, vendor-supplied packaged programs, macros, utilities, and other highly technical programs.

Preferred Skills:

• Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions.
• Ability to use programming procedures and techniques in the implementation of computer programs.
• Ability to conduct training and informational sessions.

Other Competencies:

• Time Management – ability to prioritize tasks, manage time and complete projects in a fast-paced, changing environment with minimal supervision.
• Quality Management - looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Written Communication - writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; presents numerical data effectively.
• Adaptability - adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Cultural Sensitivity – respects cultural environment in which person is working and does not act in a manner that is outwardly offensive to the local community.  
• Non-discriminatory- do not discriminate persons based on sexual orientation or gender identity, age, preferred jobs or behavioral habits.

Language Skills:  

• Excellent oral and written English communication skills
• Demonstrated competency in public speaking.

Computer Skills:  

• Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange, Windows operating systems, Power Point. 
• Other software routinely used by Heartland Alliance.

Work Environment: 

• The noise level in the work environment is usually moderate.
• The employee will be required to co-locate with local partners usually in the same office.
• The employee is required to travel regularly to often insecure and limited-resource environments.