IT Officer in FHI 360

ORGANIZATIONAL OVERVIEW

FHI 360 is a US-based NGO dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions.  FHI 360’s Crisis Response team is responding to the humanitarian emergency in Ukraine through an integrated health and protection program focused on decreasing morbidity and mortality among the conflict-affected population.  For more details, visit our website: www.fhi360.org  

POSITION OVERVIEW

The IT Officer will provide support to end-users, internal users, or partners. They will also serve as the first line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity, and remote access. The IT Officer will simulate or recreate 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.  They will work with the US IT team in the US to coordinate support, project delivery, upgrades and routine tasks related to IT systems.

ACCOUNTABILITIES/RESPONSIBILITIES: 

• Contributes to reviewing and enforcing FHI 360’s IT policies and standard operating procedures (SOPs)
• Ensures the weekly update of the SentinelOne Anti-virus of servers and clients. 
• Advises management on all IT relates matters (budget, procurement, strategy, project startup/closeout, vendor selection, project technologies, etc.).
• Provides support for computer hardware, software, printers, applications, operating systems, servers and network devices.
• Maintains the IT systems and upgrades when required or as instructed by HQ. 
• Interacts with service centers, providers, and other IT service suppliers; collaborates with them when necessary, and ensures that the quality and level of services provided meet FHI 360’s expectations; supports the achievement of established service standards.
• 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.
• Support for developed trackers and tools through Power Automate.
• Identifies and promotes technical and operational “best practices.” 
• Trains staff in newly deployed technologies
• Using the Jira ticketing system, the IT Officer ensures the resolution of issues encountered by the organization’s users in accordance with the submitted tickets.
• Serves as a productive project team member by completing assigned tasks.
• Ensures the preparation and configuration of equipment, creation of user accounts, provision of access rights, as well as training/orientation for new employees of the organization.
• Performs other duties as assigned.

EDUCATION

• Bachelor's Degree or its International Equivalent in Computer Engineering, Computer Science, Information Technologies or Related Field 
• Vocational or specialized training; Equivalent combination of education and experience.

EXPERIENCE

• 3-5years of experience providing end-user support for current PC desktop and application software OR installing, upgrading, and troubleshooting personal computers in a network environment.
• Prior work experience in a non-governmental organization (NGO) will be preferred.

APPLIED KNOWLEDGE & SKILLS:

• Moderate understanding of Information Technology industry practices. 
• Knowledge and experience with incident management and operations services tools and systems.
• Strong in Excel, Power Automate (HTTP Get, Microsoft Forms, Sharepoint items), Sharepoint lists.
• Database Management: SharePoint, OneDrive
• Data collection Tools: KoboToolbox, ODK Collect, Dimagi CommCare.
• A willingness to increase knowledge and update skills as required. 
• Ability to work with Starlink equipment
• Switching of network equipment and communication lines
• Fluent in Ukrainian and excellent in English. 

TECHNOLOGY TO BE USED

• Server: Microsoft Azure, Intune, Entra, Windows Server 2008 & 2012, Exchange 2010/2013, Active Directory, DFS, WSUS
• Desktop: Windows 7 &10/11, Android, IOS, Microsoft Office Suite 2013, Office 365, Internet Explorer, Sentinel One, Microsoft Defender, TeamViewer, AnyDesk, Bomgar.
• Network: Cisco routers/switches, Meraki, Starlink, TP-Link, Ubiquiti, Ethernet, TCP/IP, DNS, DHCP
• Ticket system: Jira
• Sim card system: Kyivstar, Vodafone.

TRAVEL REQUIREMENTS:

• Less than 15%

Please apply via the link above on the vacancy website or email your CV and Cover letter to [email protected] with ‘IT Officer’ in the subject line. Only applications submitted in English will be considered. 

Candidates with disabilities are encouraged to apply.