IT Officer |JB-405

The IT Officer is responsible for the effective running of the technology infrastructure, providing IT
support to users, and making recommendations for the improvement of IT services as required. The
nature of this 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.

Responsibilities

Compliance
• Communicate regularly with the Global IT management team to ensure that the Country Office is in
compliance with Jhpiego IT regulations and best practices.
• In consultation with Global IT Management, develop a schedule for key activities and reviews.
• Maintain system and configuration change documentation.
• Follow Jhpiego IT Service and Change Management processes.
• Maintain inventory and assets of office IT hardware and software.
• Prepare, document, and communicate system status reports with Global IT Management.
Backup and Disaster Recovery
• Institute and maintain a rigorous and regular back up system for all computers in the office ensuring
that all computers are backed up at all times.

Draft and Implement IT disaster recovery plan in alignment with Jhpiego’s business needs and
Global IT’s processes and procedures.
Internet
• Manage the relationship with the internet service provider and ensure high-quality internet
connectivity.
• Troubleshoot internet connectivity.
User and Client System Support
• Provide user support (diagnose and resolve basic Hardware and Software faults).
• Troubleshoot user computer software and hardware issues and make repairs and perform
scheduled updates
• Manage the Help Desk queue to ensure IT Support SLAs are met.
• Join end-user Computers to the Azure Active Directory domain.
• Ensure security updates on end-user equipment are maintained.
• Maintain computer hardware parts and replacements.
• Manage IT equipment inventory.
• Maintain system and configuration change documentation

Network & Server Administration
• Provide support on LAN / WLAN/ WAN / VPN telephone or VoIP
• Troubleshoot system and network failures and identify bottlenecks to ensure the long-term
efficiency of the network
• Test and configure software and maintain and repair hardware and peripheral end-user devices
• Organize and schedule upgrades and systems maintenance
• Manage Project data Backup and IT disaster recovery plans
• Provide technical support to the project team on computer and network usage and offer
comprehensive advice and instructions
• Setup, configuration, monitoring and management of server hardware, server applications, UPSes
and other power backup systems
• Perform diagnostics and management, and support of the Server infrastructure, Intranet and other
Servers
• Management of the print servers and All-in-One Copiers.
• Manage and Escalate issues with network equipment, including switches, wireless access points and
firewalls.
IT Security
• Setup, configure, monitor and manage systems required to implement and support the Jhpiego’s
security policies.
• Monitor IT systems to maintain security and report incidents, per Global IT process and procedures.
• Conduct IT user awareness security training to staff, per Global IT security program.
IT Knowledge Sharing and Collaboration
• Collaborate and communicate with Global IT team.

Conduct and participate in Knowledge Sharing activities with Global IT team.
• Identification of standard desktop and application support issues and provision of training
for staff as required.
• Provide Support, end-user Training and Configuration on M365 and other cloud collaboration
Technologies
• Maintenance of IT User Guide.
IT Administration, Procurement, and Vendor Management
• Interact with IT vendors to provide the best prices and support for all IT services and equipment.
• Coordinate procurement of IT equipment and services with Jhpiego procurement team and Global IT
Management.
• Plan for major developments of IT services in alignment with business needs and Global IT processes
and procedures.
• Ensure new systems are aligned with IT and business plans and strategies.
• Manage IT system implementation projects
• Manage internal & external support arrangements required to deliver effective IT services.
• Maintain and communicate IT policies.
• Provide regular guidance/feedback to the Director, Finance & Administration on IT issues, and
procurement related support.
• Provide administrative and logistical support to IT team
• Oversee maintenance of records for IT assets, inventory, software license and support and
maintenance contracts, as applicable.

Abilities/Skills:
• Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
• Extensive experience with desktop and laptop hardware from major vendors.
• Extensive experience supporting desktops, laptops, and mobile devices.
• Extensive experience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat,
and other typical desktop applications.
• Experience with Microsoft Office 365.
• Highly developed troubleshooting skills and processes.
• Ability to explain technical issues to a non-technical audience.
• Ability to exercise independent judgment in determining and implementing improvements/solutions
for computer hardware.
• Ability to work in a team and foster teamwork in others.
• Able to carry loads of 50 pounds, including servers, printers and computers for physical setup.
• Understanding of the importance of documenting system configuration information.
• A wide variety of IT and support management skills, including discriminating between incidents and
problems and knowing when a quick fix is insufficient to resolve an issue permanently.
• Ability to identify and categorize relevant information about changes in configuration for recording
purposes.
• Be self-motivated and proactive and have a positive attitude to work requiring minimum
supervision.

• Excellent organizational skills, including the ability to handle various assignments, sometimes under
pressure of deadlines.
• Be cooperative, hardworking, flexible & dependable.
• Ability to communicate effectively, instilling trust and confidence.
• Excellent interpersonal and communication skills.
• Be willing to take on extra responsibilities to achieve the goals/objectives set by the organization.

Qualifications and Experience:
• B.Sc./ B-tech in Computer Science or equivalent qualification.
• Five years of experience in a similar role.
• Experience with Windows Server 2008 R2, 2012 R2, 2016, 2019 platforms.
• Experience with VMware and Microsoft Hyper-V virtualization platforms.
• Experience using and supporting Windows 10 and Microsoft 365 technologies.
• CompTIA Network+ or CCNA Certification.
• ITIL Foundation certification (preferred)
• Experience of working with vendors.
• Experience of managing IT projects
• Experience with Microsoft Windows Server 2008/2012, 2019 Active Directory, TCP/IP, Internet
connectivity.