FHI 360 IT Jobs in Accra
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JOB SUMMARY:
The Snr. IT Officer provides support to end-users, internal users, or partners. Serves as the first/second 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/She works with the US DTT Operations team and US DTT Infrastructure team to coordinate support, project delivery, upgrades and routine tasks.
KEY RESPONSIBILITIES:
- Provides support of computer hardware, software, printers, applications, operating systems, servers, and network devices.
- Manage and monitor endpoint and server security using Microsoft Defender Antivirus and Microsoft security tools, ensuring systems remain compliant with organizational security standards.
- 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 with 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 is 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, 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.
- Demonstrates complete ownership of all incidents or service requests.
- Responsible for tracking and progress of all incidents to conclusion.
- Identifies and promotes technical and operational “best practices.”
- Trains staff in newly deployed technologies.
- Reviews and enforces FHI 360’s policies and standard operating procedures (SOPs).
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TYPE AND NATURE OF CONTACTS:
- Routine coordination with FHI employees and partners, on-site and in the field
- Work with people to coordinate work assignments with other staff, and to resolve problem situations with tact, with occasional external interaction
Minimum Requirements
- Bachelor’s degree or its international equivalent in Computer Science, Information Technology, or related field.
- 5 to 7 years’ demonstrated experience in supporting the Information Technology function in medium or large organizations.
- Solid knowledge and experience with incident management and operations services tools and systems.
- Demonstrated proficiency with Microsoft 365, Windows 10/11, SharePoint Online, Exchange Online, Azure Active Directory (Entra ID), and 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
- Experience supporting servers (Windows Server 2016 or later), file services, backups, and patching.
- Network: Cisco routers/switches, Meraki, Ethernet, TCP/IP, DNS, DHCP
- Ability to multi-task and self-motivate through assignments and routines.
- Prior work experience in a non-governmental organization (NGO).
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