Senior IT Service Desk Officer

• Provide day-to-day support for users across multiple locations in RSC Asia Bangladesh offices included onsite support as required for the Prescreening and USCIS activities. 
• Install and maintain information systems (hardware and software) to ensure compatibility with existing systems.
• Perform basic system administration tasks, including server operations (Virtual Machines, Active Directory, network connectivity, printing systems, and file share servers).
• Collaborate with the Senior IT Infrastructure Manager to test new software or system schemas before deployment.
• Handle backup solutions, including administering backup applications, managing off-site storage routines, and maintaining backup Standard Operating Procedures (SOPs) for Disaster Recovery Planning.
• Assist with computer part upgrades or replacements to optimize office computer efficiency.
• Report virus detections, system vulnerabilities, and cyberattacks to the Global IT Service Desk and Senior IT Infrastructure Manager.
• Provide training to staff in the use of IT within own area of experience where required.
• Perform other duties as directed by the Country IT Lead & Regional IT Lead. 

Minimum Qualifications:

Education

• Bachelor’s degree in IT field or equivalent experience.

Technical Skills

• 3+ years of IT experience, preferably in NGO or private company.
• Strong troubleshooting skills in networking, MS applications, and operating systems.
• Experience with hardware deployment/repair and Microsoft Server administration.
• Basic knowledge of networking protocols.
• Customer service orientation and ability to work independently under pressure.
• Strong organizational and communication skills.
• Diplomacy and collaboration skills.

Security Knowledge

• Understanding of cybersecurity principles and best practices.
• Basic knowledge of security frameworks, such as NIST Cyber Security Moderate Baselines, ISO 27001, or CIS Controls.
• Experience in implementing security measures, such as access controls, encryption, and intrusion detection systems.
• Assist in developing SOPs aligned with NIST Cyber Security Moderate Baselines.
• Stay up to date with antivirus software and ensure timely definition updates on client computers and servers.

Certifications

• At least one IT certification, ITSM, MCDST, MCTS, MCP, MCSE or other certifications (such as ITIL, A+, Network+, Security+, CCNA, or Azure Administrator Associate) highly preferred.