Family Health International (FHI 360) is looking for an IT Officer to serve as the first point of contact for technical support across the organization. You will provide hands-on resolution for desktop, server, network, and remote access issues while coordinating closely with US-based Information Solutions and Services teams on projects and routine tasks.
What You'll Do
- Serve as the first line of support for end users on issues related to desktop computers, laptops, printers, servers, network connectivity, and remote access.
- Simulate or recreate processes to resolve operating difficulties and interact with network services, software systems engineering, and/or applications development to restore service and identify core problems.
- Provide support for computer hardware, software, printers, applications, operating systems, servers, and network devices.
- Ensure the weekly update of the SentinelOne Anti-virus on servers and clients.
- Perform regular backups of servers, user files, and network shared files.
- Perform software installations on company computers and configure applications as specified.
- Maintain the office IT system and perform upgrades when required or as instructed by HQ.
- Manage and collaborate with third party suppliers/vendors to ensure performance and service quality meet FHI 360 expectations.
- Ensure the optimal operation of all office devices and end user computing environments hardware and peripherals.
- Support organizational wide priorities by ensuring optimal support and timely resolution of incidents.
- Demonstrate complete ownership of all incidents or service requests and is responsible for tracking and progress to conclusion.
- Identify and promote technical and operational “best practices.”
- Train staff in newly deployed technologies.
- Review and enforce FHI 360’s policies and standard operating procedures (SOPs).
What We're Looking For
- Must speak and write fluent English.
- Moderate understanding of Information Technology industry practices.
- Solid knowledge and experience with incident management and operations services tools and systems.
- Proficiency with MS Office Suite, Windows 10/11, Office 365, Microsoft Exchange, Exchange Online, Active Directory, and Azure Active Directory.
- Strong oral and written communication skills. Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
- A willingness to increase knowledge and update skills as required.
- Experience with telecommunications: PABX, VoIP, voice mail, and peripheral devices.
- Experience with servers: Windows Server, DFS, WSUS.
- Experience with networks: Cisco routers/switches, Meraki, Ethernet, TCP/IP, DNS, DHCP.
- Ability to multi-task and self-motivate through assignments and routines.
- BS/BA and 3 - 5 years relevant experience; OR High School/GED or the international equivalent and at least 7 years relevant experience. Vocational or specialized training; Equivalent combination of education and experience.
- Prior work experience in a non-governmental organization (NGO).
Technical Stack
- MS Office Suite, Windows 10/11, Office 365
- Microsoft Exchange, Exchange Online
- Active Directory, Azure Active Directory
- SentinelOne Anti-virus
- Windows Server, DFS, WSUS
- Cisco routers/switches, Meraki
- Ethernet, TCP/IP, DNS, DHCP
- PABX, VoIP
Team & Environment
Works with the US ISS (Information Solutions and Services) Operations team and US ISS Infrastructure team.
Benefits & Compensation
- Competitive benefits package
- Professional development
- Policies and programs that support a healthy work/life balance
FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.
