IT Technical Support Specialist USAID Project Non-profit Jobs – Pathfinder International
Job Title: IT Technical Support Specialist
0rganization: Pathfinder International
Duty Station: Kampala, Uganda
About US:
Pathfinder International is driven by the conviction that all people, regardless of where they live, have the right to decide whether and when to have children, to exist free from fear and stigma, and to lead the lives they choose. Since 1957, we have partnered with local governments, communities, and health systems in developing countries to remove barriers to critical sexual and reproductive health services. Together, we expand access to contraception, promote healthy pregnancies, save women’s lives, and stop the spread of new HIV infections, wherever the need is most urgent. Our work ensures millions of women, men, and young people are able to choose their own paths forward.
About USAID Project:
Pathfinder International has been awarded a five-year Family Planning Activity (FPA) by the US Agency for International Development (USAID). As a lead implementing agency, Pathfinder partners will play a catalytic role in increasing access to modern contraception and reducing the unmet need for voluntary family planning services in Uganda.
Job Summary: The IT Technical Support Specialist mainly ensures proper computer operations so that end users can accomplish business tasks. Receives, prioritizes, documents, and actively resolves and/or escalates end user help requests. Uses diagnostic and help request tracking tools. Gives in-person, hands-on help at the desktop level. Assists with inventory and asset management as required.
Key Duties and Responsibilities:
- Assessment and Validation of End-user Needs: Fields incoming help requests from end users via both telephone and e-mail. Documents and verifies all pertinent end user information and nature of problem or issue. Assures high quality delivery and operation of all end-to-end IT services. Follows, maintains, and enforces system and network policies, standards, and established service levels in Pathfinder locations worldwide.
- Issue Resolution: Prioritizes and schedules services specific to software, hardware, telecommunications system and A/V equipment. Escalates problems (when required) to the appropriately experienced technician. Evaluates documented resolutions and analyzes trends to prevent future problems. Applies diagnostic utilities and research to aid in troubleshooting. Performs hands-on fixes at the desktop level, including: installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs anti-virus and encryption software. Performs post-resolution follow-ups.
- Data Management: Utilizes service management tools to collect and maintain pertinent service, asset, and configuration information.
- Preventative Maintenance: Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- FAQs: Develops help sheets and frequently asked questions for end users to help in troubleshooting.
- Project Management and Participation: Leads, manages or participates in cross functional project teams
Qualifications, Skills and Experience:
- The ideal candidate must hold a Bachelor’s degree in Computer Science or equivalent, or a combination of education and experience that yields the required competencies,
- Four years’ professional experience in related field,
- Proven ability to guide and train non-technical individuals on technical concepts,
- Proven ability to work with team members from other cultures, exhibiting cultural sensitivity and awareness, and able to communicate across sociological and cultural boundaries.
- Exceptional relationship building skills, ability to work and gain trust at all levels of an organization with a focus on excellent communications and follow up.
- Work experience with a multinational organization, preferred NGO’s.
- Prefer: MCITP Windows Client and Comp TIA certifications.
- Ability to make sound judgments. Ability to improve processes, promote excellence and demonstrate accuracy and thoroughness.
- Software Applications: Advanced knowledge of MS Office products, including MS Word, Excel, PowerPoint and Outlook.
- Communication: Advanced oral and written communication skills using different forms of media. Ability to translate complex concepts to individuals at all levels.
- Sexual and Reproductive Health and Rights Services: Foundational knowledge of family planning and reproductive health principles, practices and services of assigned program, including program strategies and indicators
- Passion for Sexual and Reproductive Health Services: Commitment to family planning, reproductive health services, gender, maternal, child health services, and eradication of harmful traditional practices
- Influencing and Customer Service Skills: Ability to influence using diplomacy skills with key stakeholders. In-depth demonstrated customer service skills.
- Organization, Planning and Multi-tasking: Advanced organizational and planning skills, project planning and management skills. Proven ability to set priorities, meet deadlines and multi-task with minimal supervision. Proven ability to coordinate activities.
- Self-Management and Teamwork: Ability to work independently or as a member of the team, ability to be detailed-oriented and consistently accurate, ability to manage stress effectively in a fast-paced environment, and ability to quickly learn new systems, processes and procedures and adapt local practices to global standards.
- Matrix Management: Ability to thrive in a matrixed organization.
- Confidentiality: Proven ability to maintain confidentiality on work-related issues.
How to Apply:
All interested and qualified candidates should apply online at the link below
Pathfinder International is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status. Pathfinder International does not charge candidates Recruitment or Application fees for any position, to which they may apply globally.