IT Officer - PROVIC

PATH, Kinshasa, Congo

Skill Required:, IT and ICT
Preferred Experience: 
3 to 10 Years
Closing Date for Applications: 
26th January, 2016

Job Description

Responsibilities include:

  • Ensure all workstations and laptops are properly configured and maintained; coordinate with regional technical staff to resolve technical issues.
  • Support computer and network helpdesk by responding to email, voicemail, and phone requests; log requests into helpdesk application; and follow-up through resolution.
  • Troubleshoot hardware, software, basic network problems, and network printers; maintain thorough and accurate documentation on solutions to technical issues.
  • Ensures that new employees' computers are configured and set up upon arrival.
  • Maintain and keep inventory of all IT equipment, including tape rotation and off-site storage duties.
  • Implement new hardware and software technologies; assist with the repair, installation and upgrades; update and maintain workstation documentation and change logs.
  • Maintain system, licensing, warranties, support agreements.
  • Create and maintain network and email group list; assign network rights and permissions and set-up new user account.
  • Respond to all staff IT related support requests and provide assistance to HQ based IT engineering staff in troubleshooting network and server issues
  • Conduct periodic one-on-one and small group training sessions to ensure the successful adoption and ongoing effective use of PATH’s IT solutions including Office 365, Skype for Business, Onedrive and SharePoint
  • Conduct introductory sessions to new staff to familiarize them with IT solutions and policies
  • Ensure data backups are running reliably and that data is secure
  • Maintain staff PCs and printers
  • Keep the supervisor fully informed on a daily basis of all IT problems and advise what steps are being taken to resolve any problems.
  • Convene quarterly meetings to brief the supervisor, discuss any performance issues and provide information and feedback concerning IT operations in the project.
  • Use the global helpdesk ticketing system to log all support requests and document them fully
  • Schedule for preventive maintenance of all IT equipment and supervise the same
  • Liaise with the ISP to ensure continued availability of the Internet.

Required Skills

  • Demonstrated knowledge of various Microsoft Operating systems, both server and workstation.
  • Effective interpersonal skills and the ability to work with all levels of staff within an organization.
  • Strong customer-service work ethic in person and over the phone.
  • Ability to work independently and within a team with little direct supervision.
  • Strong learning, organizational, and multi-tasking skills.
  • Excellent verbal and written communication skills.
  • English language proficiency.
  • Ability to explain technical concepts and procedures to non-technical users.
  • Exceptional analytic and problem-solving skills.
  • Ability to lift 40-50 pounds of equipment with or without an accommod
  • Excellent PC troubleshooting skills
  • Proven expertise in IT network administration
  • Ability to accurately and completely log incidents in a ticketing system
  • Experience conducting personal and small group IT training sessions and a passion for teaching people about new technologies
  • Basic server and network troubleshooting skills; the ability to follow instructions when acting as remote hands for HQ engineering staff
  • Understanding of wired and wireless LANs, VPNs and the ability to diagnose network issues using commonly available tools such as traceroute, ping, and pathping
  • Fluent in English
  • Ability to travel up to 25%.

Required Experience

  • Associate's degree in computer science, plus 5 - 7  years' experience in systems administration and troubleshooting hardware and software issues using Windows XP Professional, Microsoft Office 2003; or a combination of Bachelor's degree preferred.
  • Experience in computing, diagnosing, and resolving network and workstation technical issues also required.
  • Preferred experience includes: Cisco, A+ Certification and/or Microsoft Certified Professional (MCP); MS Windows Active Directory; TCP/IP, DNS, DHCP, and Microsoft Share Point and System Backups.

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