IT Intern at International Rescue Committee (IRC)

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 computer peripherals such as scanners, printers, photocopiers, monitors, mice, 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 & 11 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 for 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 set up and configured with the IRC standard Operating system and applications versions (IRC image). Maintaining up-to-date IT documentation reflecting current computer assets status and network configurations.

Other Responsibilities

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

Key Working Relationships:

Position Reports to: IT Officer/Snr. IT Manager.

Position directly supervises: None

Indirectly Reports: Snr. IT Coordinator if applicable

Qualifications

Education:

• Bachelor’s degree in Computer Engineering, Computer science and/or equivalent in a 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 the Country’s official language – English.
• 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.

Language Skills:

•  Excellent English and other major Country languages communication skills including speaking, listening, and writing.