PROGRAM BACKGROUND:

Present in Sierra Leone since 1999, IRC supports the Sierra Leonean institutions – government, civil society, community-based organizations and private sector – to provide improved social services, decrease youth unemployment and mitigate gender based violence.  IRC do this through programs and partnerships designed to improve the life of women, youth and children by implementing Health, Education, Youth and Women’s Protection and Empowerment programming.  IRC operates in its Regional Field Office in Kenema, a Field Office in Kono and Field Offices in Kailahun and Bo and has a Country Program office in Freetown.

REPORTING

Reporting to the Senior IT Officer or Senior IT Manager, the IT Assistant will provide desktop support services to end users and be in charge of basic Networking and system administration services, including computers and end users applications installations, mobile devices configurations, installation and configuration of printers and other computers peripherals and local domain users’ accounts management. A key aspect of this role is ensuring all technology implementations in-country conforms to the global IT policies and procedures hence working closely with Country IT and Regional IT lead is vital.

RESPONSIBILITIES:

• Work in collaboration with the Country and Regional IT lead to ensure that end users computers are setup and configured with the IRC standard Operating system and applications versions (IRC image).
• Ensure that computers peripherals such as scanners, printers, monitors, mouse and others are configured and properly working for all field staff members.
• Work with the Country IT Lead to ensure that all users are connected to the LAN and have access to Internet.
• Work with the supply chain person in charge of assets management and with Country IT Lead to ensure that computers are assigned to users, decommissioned or disposed following IRC standard procedures and maintain computers documentation and assets list up to date.
• Provide assistance to end users for the configuration and troubleshooting of Microsoft suite products such as Outlook, Word, Excel and PowerPoint.
• Add, update and remove user accounts in Active Directory based on staff members movement in the Country program, upon approval from Country IT Lead, Field Coordinator or Snr. Operations Coordinator
• Provide assistance to end users for their mobile devices configuration on the network and with their professional emails
• Observe and uphold the IRC IT Acceptable Use Policy.
• Act as the IT focal point for the area under your responsibility for the roll out of specific tasks as requested by the Country and/or Regional IT lead.
• Perform other duties as directed by the Snr. Operations Coordinator.

Qualifications

Education: Bachelor’s degree in Computer Engineering and/or equivalent in relevant field

Technical Skills & Experience:

• At least 1 year experience in IT Service Management
• Strong troubleshooting skills
• Experience in desktop and laptop installation and maintenance
• Good knowledge of Microsoft Operating systems and Applications suite installation and troubleshooting
• Proficiency with client-server environment using Microsoft Server 2008/2012 Active Directory for computers and users accounts management
• Good technical writing/documentation skills

Soft Skills and Competencies:

• Ability to work harmoniously with other staff members in cross cultural contexts.
• Good verbal communication and report-writing skills with the ability to convey information effectively in Country local official language.
• Customer & client centered and service oriented mind & attitude, and ability to work under pressure and diligently carry out instructions.
• Proven sense of professional discretion, integrity, and ability to manage situations diplomatically and to effective resolution.

Language Skills: Excellent English/French/Arabic and other major Country languages communication skills including speaking, listening and writing

Computer Skill: Good proficiency in supporting industry standard IT infrastructure and applications

• Certificates or Licenses: A+ or similar certifications preferred