IT Officer - FHI 360

FHI 360 is a nonprofit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in Health, Education, Nutrition, Environment, Economic Development, Civil Society, Gender, Youth, Research and Technology– creating a unique mix of capabilities to address today's interrelated development challenges.

FHI 360 serves more than 60 countries, all 50 U.S. states and all U.S. territories. To meet the needs of our rapidly expanding portfolio in Ghana, we seek a qualified candidate for the following position.

Job Description

Introduction and Background

The IT Officer provides support to end-users, internal users, or partners. Serves as the first line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

He or She works with the US ISS (Information Solutions and Services) Operations team and US ISS Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks.

Major Roles and Responsibilities:

• Provides support of computer hardware, software, printers, applications, operating systems, servers, and network devices.
• Ensures the weekly update of the Bitdefender Anti-virus of servers and clients.
• Performs regular backups of servers, user files, and network shared files.
• Performs software installations on company computers and configures applications as specified.
• Working knowledge and understanding of a variety of technologies to effectively support end-users.
• Maintains the office IT system and upgrades when required or as instructed by HQ.
• Ability to interact with a broad range of end-users and use various technical resources to provide support.
• Manages and collaborates with third-party suppliers/vendors where appropriate and ensures that vendor performance and provision of services and quality are in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• Responsible for the optimal operation of all office devices and end-user computing environments hardware, and peripherals, which directly support and help manage the end-user computing environment.
• Supports organizational wide priorities by ensuring optimal support and timely resolution of incidents

Required Skills or Experience

Education: Minimum Bachelor’s degree in Computer Science, Information Technology, or related areas is required.

Prior Work Experience:

• Minimum of three years of relevant, progressively responsible work experience in supporting the Information Technology function in medium or large organizations.

Languages: Proficiency in spoken and written English

Competencies: The incumbent must successfully demonstrate the following competencies:

Skills and Abilities:

• Solid knowledge and experience with incident management and operations services tools and systems.
• Proficiency with MS Office Suite 2013, 2016, Windows 7 & 10, Office 365, Exchange 2013, Exchange Online, Active Directory, and Azure Active Directory.
• Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
• Telecommunications: PABX, VoIP, voice mail, and peripheral devices
• Server: Windows Server 2012 & 2016, DFS, WSUS (Windows Server Update Services).
• Network: Cisco routers/switches, Meraki, Ethernet, TCP/IP, DNS, DHCP
• Ability to multi-task and self-motivate through assignments and routines