Information Technology Roles at International Rescue Committee (IRC)

Location: Mubi, Adamawa
Start Date: June
Duration: 12months

Background

• The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.

Scope of Work

• The IT Assistant will be primarily responsible with providing support for our internal users on the use of their desktops and laptops.
• Through our ticketing system, by direct contact and the telephone they will provide users with solutions to questions and issues with their computer hardware and software.
• The IT Assistant will work under direct supervision of the IT officer in the duty location.

Responsibilities

• Level I Help Desk Support: Including but not limited to assistance with password resets, account creations, desktop and laptop builds and printer support
• Level II Help Desk Support: Including but not limited to anti-virus assistance, Windows 7 support, Microsoft Office 2013 support, general laptop, desktop and printer repair, and light network troubleshooting
• 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 work our Global Supply Chain department in imaging, distributing and tracking all hardware; also tracking and installing all purchased software
• Preventative Maintenance: Technician will also be responsible for checking on critical systems to ensure there are no interruptions in business continuity and take part in the monthly maintenance “blackout windows”
• Various Projects: Position will need to assist on various IT projects as needed
• Provide technical assistance on computer software and hardware. Provide training and assistance in MS Office - Word, Excel, Access, Outlook and Exchange, Power Point
• Provide technical input and support to the Kampala Office Local Area Network. Ensure proper record keeping of breakdowns, problems and maintenance carried out.
• Ensure data security, backups of LAN, protection against data corruption and loss in all locations. Ensure that backups are done at a minimum on a weekly basis and stored appropriately.
• Ensure that antivirus programs on each machine are updated regularly.
• Provide monitoring reports with information on condition of network and ISPs to ICT Officer to assist with timely upgrades and necessary changes
• Carry out service and maintenance of computers, printers, UPS and other associated equipment. Conduct diagnosis of problems, follow up with repair shops, and inspect that repairs have correctly been done.
• Configure new computers after they have been properly registered in the assets register.
• Create email addresses, update mailing lists, and keep proper tracking of email address

Requirements

• 1 to 2 years of experience in help desk/desktop support position
• College degree or equivalent certification
• Proficient in Microsoft family of products (Windows, Office and Server)
• Strong written and interpersonal skills; customer service experience
• Able to work independently within a team environment.

Work Environment:

• The position will work in the Mubi Office and is expected to be on-site.

Remuneration

• Salary Band: 9A

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Location: Maiduguri, Borno
Start Date: ASAP
Duration: 12months
Salary Band: 8B

Background

• The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.
• IRC entered Nigeria in October 2012 in response to a widespread flood disaster. IRC’s emergency response team, with local partner CISCOPE (Civil Society Coalition for Poverty Eradication), implemented a project to support livelihoods and improve WASH in Kogi State from February to May 2013 to January 2014.
• This was followed by a 3month nutrition and food security program in the same location fromOctober 2013 to January 2014. IRC has been supporting programming in Adamawa State since early 2014.
• The current project addresses malnutrition and associated health concerns among conflict-affected persons in North-Center Adamawa State. In addition, IRC is beginning a new education focused grant looking at non-traditional educational access for conflict-affected youth.

Scope of Work

• The IT Officer will be primarily responsible with assisting and facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in IRC Nigeria Field Office.
• The ICT Officer is reporting to the Field Coordinator with dotted lines to the IT Manager and will work closely with Director of Field IT (or Regional ICT Coordinator) and all program sectors to ensure proper ICT functioning and support.

Responsibilities
Installation & Configuration of:

• Servers, server operating system and software, desktop/laptop hardware and software, and peripherals.
• Local Area Network, wireless network, Layer 7 devices, Firewalls, essential network services peer-to-peer or client server architecture, as appropriate.
• Windows 7 operating system image.

Maintenance, Repair & Security:

• Perform preventative maintenance on all IRC computers and network resources.
• Implement and manage backup solutions for office/individual users as per IRC IT recommendations and provide the necessary training on the use of these back-up solutions.
• Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.
• Create and maintain IRC computer software/hardware inventory ensuring accuracy.
• Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
• Closely collaborate with International and HQ IT team on helpdesk, connectivity and other in country and global IRC IT projects.
• Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.

Training, Evaluation, & Testing:

• Develop and implement user and support local staff training, including training on basic care and maintenance of computers and equipment for users.
• Test and evaluate new technology as required by HQ IT.
• Prepare and submit regular reports that provide sufficient detail for HQ to understand the country
• office’s computer environment, needs, IT staff availability and skill levels and future plans.
• Various Projects – Position will need to assist on various IT projects as needed
• This position reports to Operations Coordinator

Requirements

• College Degree in Computer Science or equivalent technical work experience.
• MCP, CCNA courses desired, MCSE or equivalent experience is required.
• At least 2 years of experience in IT profession Outlook experience required.
• Experience installing, configuring and managing both wired and wireless LAN, and firewalls.
• Computer imaging skills required.
• Excellent communication and interpersonal skills required.
• Strong written and interpersonal skills; customer service experience
• Able to work independently within a team environment