Description
The IT Officer supports reliable, secure and effective IT services for IRC Ukraine by providing first-line user support, maintaining IT equipment and infrastructure, and assisting with staff training and approved IT initiatives.
Key Responsibilities:
- Provide 1st line support for users in the Ukraine country program. Log and expedite all support work using the ServiceNow ticketing platform.
- Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
- Provide installation and user support for approved IRC applications and collaboration tools, including Microsoft 365, Teams, Box, Workday, Rescuenet, Integra and payroll software, within assigned responsibilities.
- Escalate unresolved or advanced technical issues to the Senior IT Officer, Service Desk or appropriate technical team in accordance with approved support procedures, and follow up on outstanding requests.
- Install, configure, maintain and troubleshoot desktops, laptops, peripherals, network devices, operating systems and approved software in line with IRC standards.
- Support and maintain wired and wireless local area networks, wide area network connectivity, firewalls and communication resources under the guidance of the Senior IT Officer.
- Implement IRC network and endpoint security requirements, maintain approved firewall rules and carry out routine security checks under the guidance of the Senior IT Officer.
- Maintain accurate records of IT equipment, software and licenses, and support physical verification and reconciliation in collaboration with Supply Chain.
- Conduct IT induction sessions and practical user training on approved applications, information security, backups and the care and maintenance of computers and equipment.
Job Requirements:
- Bachelor’s degree in Computer Science, Information Technology or a related field, or equivalent combination of relevant education and practical experience.
- 1-2 years of relevant experience with NGOs or international organizations.
- Practical experience supporting Windows operating systems, Microsoft 365, endpoint protection, computer imaging, hardware, software and peripherals.
- Experience installing, configuring and supporting wired and wireless networks, LAN/WAN connectivity and firewalls, including technologies such as TP-Link, UniFi and Cisco Meraki SD-WAN.
- Good written and spoken English and Ukrainian.
Benefits:
- Competitive salary
- Purposeful job and development opportunities
- English classes and unlimited online training courses
- Life Insurance
- Medical insurance for staff and family members
- Free psychological support to employees and their family members
- 30 calendar days of annual vacation with flexibility beyond the legally set minimum requirements
- Up to 10 days of paid medical leave