IT Officer

Responsible for: 
Under the direct supervision of the Field Coordinator and Management in Partnership with the Ukraine Country IT Manager in Kyiv, the IT Officer will be primarily responsible with assisting and facilitating the installation and configuration of IT infrastructure, 1st line IT support and staff training and operations of IT activities in IRC Ukraine, and is a member of the IRC Operations team in the Dnipro or Kharkiv Office. Planned preventative maintenance visits are anticipated for other offices and field offices in Ukraine

Job Overview/Summary:
The IT Department supports the organization’s work by providing reliable and scalable applications and infrastructure of the IRC’s offices in the US and around the world, including many technologically challenging locations. An integral component of this effort is ensuring that Country Programs have the capacity to implement and support these IT initiatives effectively across the country offices and in the field sites.
SPECIFIC RESPONSIBILITIES:
The responsibilities of the IT Officer include but are not limited to the following:

MAIN DUTIES:
Provide 1st line support for users in the Ukraine country program. Log and expedite all support work using the ServiceNow ticketing platform.
Work in close collaboration with all employees to ensure all IT hardware and software is up to date. 
Interact with Programs, Operations, and field offices to ensure understanding of business needs and efficient support is delivered.
Work with field office staff, country and regional IT management  to ensure timely delivery of IT project activities and resolution of IT issues.
Conduct IT inductions and other relevant training sessions to ensure that staff possess the knowledge and skills commensurate with their responsibilities in using the technologies being implemented in IRC. 

Manage installation, configuration, maintenance, repair, security and documentation of local area networks, desktop/laptop computers, communication resources and other office equipment.
Help ensure successful implementation of IRC IT global initiatives and policies.   

Enforce network security policies, maintain firewall rules, and perform regular security sweeps for new vulnerabilities.  
Microsoft Office support, Active Directory Maintenance, VMware, Windows server 2016R2 logging of problems in Service-Now IRC IT enterprise ticketing helpdesk system; Ukraine mailing list management.

Specialized application installation and support – Integra rollout, Box,  Workday, Rescuenet, payroll software’s and other collaborative tools (Office 365 and MS Teams).
Verify and provide technical consultancy to procurement regarding purchasing spare parts for IT equipment and ensuring equipment purchased are of the right specifications and conform to the IRC standard specifications.

Windows 10/11 operating system image, hardware, software and peripherals.
Perform preventative maintenance on all IRC computers and network resources.
Implement and manage backup solutions for office/individual users as per IRC IT recommendations and provide the necessary training on the use of these back-up solutions.
Create and maintain IRC computer software/hardware inventory ensuring accuracy.
Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.
Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them. 
Closely collaborate with International and HQ IT team on helpdesk, connectivity and other in country and global IRC IT projects.
Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.
Develop and implement user and support local staff training, including training on basic care and maintenance of computers and equipment for users.  
Experience installing, configuring and managing both wired and wireless LAN, and firewalls. 
Computer imaging skills required.   
Excellent communication and interpersonal skills required.

Strong written and interpersonal skills; customer service experience

Perform other duties as directed by the IT Manager.

Education: 
BSc in Computer Science or equivalent 
1-2 years of relevant experience with NGOs or international organizations.
Experience working with: Windows 7-11, MS Office 365, Sophos Anti-Virus etc.
Experience of using a IT ticketing system such as ServiceNow.
Experience with following technologies: LAN, WAN, network administration and setup – TP-Link, UNIFI controller user, Cisco Meraki SDWAN. 
Understanding ITIL/ITSM, frameworks and fundamentals.
Experience in cloud (Google Workspace, Azure, MS365) computing principles and understanding of centralized user support system – Help desk (Service-Now, Jira etc). 
Must be able to work with limited supervision and exercise independent judgment in problem solving 
Knowledge and/or experience in the implementation of Starlink Technologies would be an advantage