Job Responsibilities

• IT service delivery and user support:
• 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.
• IT infrastructure, systems and connectivity:
• 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.
• Support approved user account, Active Directory and mailing list administration, and Windows Server and VMware systems where deployed, within assigned access rights.
• Apply approved operating system images, configurations, software updates and patches to IRC devices in line with IRC standards.
• Perform preventative maintenance on IRC computers and network resources and carry out technical site visits according to schedules agreed with the Senior IT Officer.
• Investigate local Internet connectivity options and troubleshoot connectivity problems, providing findings to the Senior IT Officer to support adequate bandwidth and reliable access to IRC systems.
• Information security and business continuity:
• 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.
• Implement and maintain approved backup solutions for offices and individual users, and support backup and recovery testing in accordance with IRC IT procedures.
• Promptly report security vulnerabilities, data protection concerns and IT incidents to the Senior IT Officer and relevant technical teams through established reporting channels, and carry out assigned corrective actions.
• IT asset, license and procurement support:
• Maintain accurate records of IT equipment, software and licenses, and support physical verification and reconciliation in collaboration with Supply Chain.
• Assist with the assignment, transfer and return of IT equipment, keeping the related records current and preparing devices for use or reassignment in line with IRC requirements.
• Provide technical input on IT equipment and spare parts, and check specifications and delivered items against IRC standards under the guidance of the Senior IT Officer.
• Identify equipment maintenance, repair, replacement and disposal needs and submit technical findings to the Senior IT Officer and Supply Chain for the required follow-up.
• Training, documentation and reporting:
• Conduct IT induction sessions and practical user training on approved applications, information security, backups and the care and maintenance of computers and equipment.
• Maintain current network and system documentation, including equipment configurations, IP information, changes, access arrangements and connectivity details.
• Update user guidance, technical checklists and support documentation, and contribute solutions for common issues to the IT knowledge base.
• Provide regular updates to the Senior IT Officer on support requests, incidents, equipment status, maintenance, assigned project activities and identified needs.
• Projects and collaboration:
• Interact with Programs, Operations, and field offices to ensure understanding of business needs and efficient support is delivered.
• Support the local implementation of assigned country, regional and global IT projects, initiatives and policies under the direction of the Senior IT Officer and in line with approved technical standards.
• Collaborate with the Service Desk, regional and HQ IT teams, field office staff and service providers on assigned support and project activities, keeping the Senior IT Officer informed of progress and issues.
• Perform other relevant duties as assigned by the Senior IT Officer.