Senior IT Service Desk Officer (National Position)

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with sub-offices in Mae Sot-Thailand, Kuala Lumpur-Malaysia and Cox’s Bazar-Bangladesh.

Job Overview/Summary:

The Senior IT Service Desk Officer is responsible for managing and maintaining the RSC Asia IT equipment, circuit ride supporting Prescreening and USCIS interviews in Thailand. In close collaboration with Senior IT Infrastructure Manager & IRC IT Engineering teams, and in alignment with the donor, NIST and IRC IT and information security standards, its responsibilities would include day-to-day support, system administration, incident response and ticket management, security compliance, media and off-site backup, risk, vulnerability awareness, and documentations & reporting. This position reports to the Senior IT Infrastructure Manager.

Major Responsibilities:

• Provide day-to-day support for users across multiple locations in RSC Asia Thailand 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.
• Manage IT assets (computers, printers, UPS units, etc.) and software licenses.
• Report virus detections, system vulnerabilities, and cyberattacks to the Global IT Service Desk and Senior IT Infrastructure Manager.

Key Working Relationships:

Position Reports to:Senior IT Infrastructure Manager

Position directly supervises:N/A

Indirect reporting:N/A

Other Internal and/or external contacts:

Internal: All RSC Asia Thailand staff, RSC Asia IT Support teams, IRC Global IT System Network Engineering, Regional IT, and relevant global IT Teams
External: IT vendors in close coordination with Global Supply Chain team

Job Requirements

Education and Technical Skills:

• Bachelor degree in IT field or equivalent experience.
• 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

Working Environment:

The position is based in Bangkok in an urban office environment. The position may require both domestic and international travels to support delivery of USRAP processing within Thailand and throughout Asia. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.

Application Deadline: 3 September 2024