IT Intern at International Rescue Committee (IRC)

Reference No.: req11592
Location: Maiduguri, Borno
Employment Type: Full time
Sector: Information Technology
Employment Category: Intern

Major Responsibilities

• Level I Help Desk Support – Including but not limited to assistance with password resets, account creations, desktop and laptop builds and printer support. Ensuring that computers peripherals such as scanners, printers, photocopiers, monitors, mouse, and others are configured and properly working for all field staff members.
• Level II Help Desk Support – Including but not limited to anti-virus assistance, Windows 10 support, Microsoft Office 2013 support, office 365 support, general laptop, desktop and printer repair, and light network troubleshooting. Providing assistance to end users for the configuration and troubleshooting of Microsoft products such as Outlook, Word, Excel, PowerPoint, Teams, etc
• Enterprise Ticket Management – Work inside our enterprise ticketing system, Service-Now, to provide timely and transparent customer support of all requests
• Hardware Inventory – This position will support with imaging, distributing, and tracking all hardware; also tracking and installing all purchased software. Working in collaboration with the IT Officer/IT Team to ensure that end users computers are setup and configured with the IRC standard Operating system and applications versions (IRC image). Maintaining an up to date IT documentation reflecting current computers assets status and network configurations.

Other Responsibilities:

• Observe and uphold the IRC IT Acceptable Use Policy.
• Perform other duties as directed by the IT Coordinator.

Key Working Relationships:

• Position Reports to:  IT Officer/Manager.
• Position directly supervises: None
• Indirectly Reports: IT Coordinator if applicable

Qualification
Education:

• Bachelor's degree in Computer Engineering, Computer science and/or equivalent in relevant field

Technical Skills & Experience:

• Strong troubleshooting skills, with the ability to effectively convey technical troubleshooting results to IT peers for seamless issue resolution
• Experience in desktop and laptop installation and maintenance
• Strong knowledge of Microsoft Operating systems and Applications suite installation and troubleshooting
• Good technical writing/documentation skills
• Good customer service skills

Soft Skills and Competencies:

• Ability to work harmoniously with other staff members in cross cultural contexts.
• Good verbal communication and report-writing skills with the ability to convey information effectively in Country official language – English would be nice to have as an additional working language.
• Customer & client centered and service oriented mind & attitude, and ability to work under pressure and diligently carry out instructions.
• Proven sense of professional discretion, integrity, and ability to manage situations diplomatically and to effective resolution.

Standards of Professional Conduct:

• The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons, and several others.

Gender Equality:

• IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Working Environment:

• IRC is an Equal Opportunity Employer. IRC considers all applicants based on merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.