IT Officer at Jhpiego

Overview

The IT Officer is responsible for the management of the IT infrastructure (Servers and Network Support), client systems (desktops, printers, laptops and phones), and end user Support at Jhpiego South Africa sites and offices. The nature of the work requires a service-oriented and organized individual who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.

Closing Date: Friday, 27 November 2020

Responsibilities

Network & Server Administration

• Provide support on LAN / WLAN/ WAN / VPN telephone or VoIP
• Troubleshoot system and network failures and identify bottlenecks to ensure long term efficiency of network
• Test and configure software and maintain and repair hardware and peripheral end user devices
• Organize and schedule upgrades and systems maintenance
• Manage Project data Backup and IT disaster recovery plans
• Provide technical support to project team on computer and network usage and offer comprehensive advice and instructions
• Setup, configuration, monitoring and management of server hardware, server applications, UPSes and other power backup systems
• Perform diagnostics and management and support of the Server infrastructure, Intranet and other Servers
• Management of the print servers and All-in-One Copiers.
• Manage and Escalate issues with network equipment including switches, wireless access points and firewalls.

User and Client System Support

• Provide user support (diagnosis and resolution of basic Hardware and Software faults).
• Troubleshoot user computer software and hardware issues and make repairs and perform scheduled updates
• Manage the Help Desk system to ensure IT Support SLAs are met.
• Join end user Computers to the Azure Active Directory domain.
• Ensure security updates on end user equipment is maintained.
• Maintain computers hardware parts and replacements.
• Manage IT equipment inventory
• Maintain system and configuration change documentation

Compliance

• Ensure user compliance with IT policies and guidelines.
• Follow Jhpiego IT Service Management processes.
• Participate in IT Scheduled projects and Scheduled activities.
• Maintain system and configuration change documentation.
• Prepare, document, and communicate system status reports with Baltimore ISTS team

User Training

• Identification of routine desktop and application support issues and provision of training for staff as required.
• Provide Support, end user Training and Configuration on M365 and other cloud collaboration Technologies
• Maintenance of IT User Guide.

Administration

• Maintain IT hardware and software asset inventory.
• Management of loaner equipment pool.

Other

• Other duties as necessary and as assigned.

Required Qualifications

• A Bachelor degree in Computer Science, Technology or equivalent knowledge and skills
• CompTIA A+ Certification.
• CompTIA Network+ or CCNA Certification.
• ITIL Foundation

Experience/Skills

• 5 years’ experience in a similar role.
• Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
• Extensive experience with desktop and laptop hardware from major vendors.
• Extensive experience supporting desktops, laptops, and mobile devices.
• Extensive experience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat, and other common desktop applications.
• Experience with Microsoft Office 365.
• Highly developed troubleshooting skills and processes.
• Ability to explain technical issues to a non-technical audience.
• Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware.
• Ability to work in a team and foster teamwork in others.
• Able to carry loads of 50 pounds, including servers, printers and computers for physical setup.
• Understanding of the importance of documenting system configuration information.
• A broad variety of IT and support management skills including the ability to discriminate between incidents and problems and knowing when a quick fix is not sufficient to permanently resolve a problem.
• Ability to identify and categorize relevant information about changes in configuration for recording purposes.
• Be self-motivated, proactive and have a positive attitude to work requiring minimum supervision.
• Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
• Be cooperative, hardworking, flexible & dependable.
• Ability to communicate effectively, instilling trust and confidence.
• Excellent interpersonal and communication skills.
• Be willing to take on extra responsibilities in order to achieve the goals/objectives set by the organization.

Desired/Preferred Qualifications

• Experience with Windows Server 2008 R2, 2012 R2, 2016, 2019 platforms.
• Experience with VMware and/or Microsoft Hyper-V virtualization platforms.
• Experience using and support Windows 10 and Microsoft 365 technologies.

NOTE: All staff members of Jhpiego, regardless of the level of their responsibilities are expected to:

• Model Jhpiego mission and values.
• Participate in the business development processes.
• Contribute to the knowledge sharing and transfer process.
• Make responsible decisions that result in time and cost containment and clear accountability.
• Participate in multiple teams, adopt team spirit, take responsibility for action items assigned and provide feedback as needed.
• Be able to prioritize tasks in order to meet program and/or organizational objectives.