Associate, IT Support - Episcopal Relief

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and/or ability required for this position and not necessarily the skills you bring to the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position descriptions are reviewed and revised to meet the changing needs of Episcopal Relief & Development at the sole discretion of management.

TITLE: Associate, IT Support

REPORTS TO: Manager, Information Technology

DEPARTMENT: Information Technology

DIVISION: Finance & Operations

LOCATION: Ghana

DATE PREPARED: 7/17/2019

PRIMARY FUNCTION/PURPOSE

Provide technical assistance and support to internal end-users on the organisation's computer systems, telecommunications and peripheral hardware. The IT Support Associate will provide exceptional timely customer service on all queries.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Other duties may be assigned:

• Troubleshoot, test, repair, install and provide maintenance on computer, network and peripheral equipment on-site and remotely
• Prepare, configure and deploy new, replacement or upgraded computer hardware, peripheral hardware, software, phones, network equipment and cables
• Create and maintain user accounts, shared resources and permissions within the network
• Assist in training staff with hardware and software
• Escalate user incidents to vendors (Box, Google, Symantec, HP and mobile cell vendor)

ESSENTIAL DUTIES AND RESPONSIBILITIES CONTINUED

• Review network, security and asset logs daily
• Perform periodic updates of operating systems and applications on staff computers
• Administer user account permissions
• Regularly inspect for improper usage and Malware via cloud systems
• Assist staff with audio and video equipment for meetings and conferences Ability to work independently with limited supervision
• Perform other duties as assigned

QUALIFICATIONS

EDUCATION: Associate/Bachelor's Degree in Information Systems or related field and /or equivalent experience

EXPERIENCE:

• 5 years of hands-on IT help desk experience
• Strong working knowledge of Windows 7 & 10, Mac OS and Microsoft Office Products, familiarity with cloud services such as Google Apps for Work, Box
• Experience resolving inter net, network, mobile and telephone connectivity

• Proficient in handling virus and malware removal
• Familiar with hardware troubleshooting, active directory, file/folder sharing, mobile and peripheral office equipment
• Ability to diagnose and resolve on-site and remote PC and mobile phone-related problems
• Demonstrate positive attitude to technical challenges and demonstrate professionalism
• Strong interpersonal skills

OTHER REQUIREMENTS (including Physical demands):

• Ability to lift and transport moderately heavy objects
• Position requires standing, walking, bending, kneeling, crouching, crawling