Overview:The IT Assistant role is a Full Time Fixed-Term position ending on 30 September 2025 (might be renewable subject to funding availability and ongoing needs of the organisation).Under the direction of the IT Officer, the IT Assistant is responsible for providing service desk support to users and is a member of Jhpiego's Global IT team. The nature of the work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues. To be successful in this role, the IT Assistant will need basic knowledge of computer systems and software, excellent problem-solving skills, and the ability to communicate technical information to non-technical staff.Responsibilities:User SupportIdentify and resolve issues that impact service delivery in a timely manner - Advise supervisor or management on issues affecting processes and integrity and communicate with teams/individuals to address issues affecting transactional process execution and service delivery.Respond to end-user support requestsOperate the service desk systemProvide Tier 1 user support (diagnosis and resolution of basic desktop/laptop, printer, peripheral and software faults)Escalate service requests and follow up as necessaryEnsure that end-user data is properly backed-upInstall and manage end-user software as needed, including updatesMaintain computers including parts replacementMaintain printers and All-in-One CopiersUser TrainingIdentify routine desktop and application support issues and provide training to staff as required.Maintain the IT User Guide and ensure user compliance with IT policies and guidelinesAdministrationAdminister IT equipment inventoryAssist with the setup of hardware and software systemsAssist with the maintenance of IT equipment, software and inventory recordsAdminister loaner equipment poolEnsure consistent system performance and integrity of all transactionsSafeguard process integrity through review of transactions or processes on an ongoing basis.OtherPerform other duties as necessary and assigned.Preferred Qualifications:RequiredIT Diploma or other related certificationMTA/GCP/AWS certification1-3 years' IT experience as an IT Support Assistant or similar roleFamiliarity with desktop and laptop hardware from major vendorsExperience providing desktop/laptop/mobile device supportExperience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat, and other common desktop applicationsExperience with Microsoft Office 365Highly developed troubleshooting skills and processesAble to carry loads of 50 lbs., including servers, printers and computers for physical setupBe self-motivated, proactive and have a positive attitude to workAbility to work independently with minimum supervision and ability to work in a team.Excellent organizational skills including the ability to handle multiple assignments sometimes under pressure of deadlines.Be cooperative, hardworking, flexible & dependable.Excellent interpersonal and communication skills (Ability to communicate effectively, instilling trust and confidence).Willingness to learn and adapt to new technologiesBe willing to take on extra responsibilities to achieve the goals/objectives set by the organizationDesirableBachelor's in Computer Science/IT DegreeExperience working in donor funded organisationsJhpiego, a Johns Hopkins University affiliate, is an equal opportunity employer and does not discriminate on the basis of gender, marital status, pregnancy, race, color, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, other legally protected characteristics or any other occupationally irrelevant criteria. Jhpiego promotes Affirmative Action for minorities, women, individuals who are disabled, and veterans.
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