Job Description

OverviewThe IT Assistant is responsible for providing service desk support to users and is a member of Jhpiegos Global IT team and will follow technical direction from the IT Officer in Jhpiegos South Africa office and the Director of IT. The nature of the work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.ResponsibilitiesUser Support

• Respond to end-user support requests
• Operation of service desk system
• Provide Tier 1 user support (diagnosis and resolution of basic desktop/laptop, printer, peripheral and software faults)
• Escalation of service requests and follow up as necessary
• Ensure that end-user data is properly backed-up
• Install and manage end-user software as needed, including updates
• Maintain computers including parts replacement
• Maintain printers and All-in-One Copiers

User Training

• Identification of routine desktop and application support issues and provision of training for staff as required.
• Maintenance of IT User Guide
• Ensuring user compliance with IT policies and guidelines

Administration

• Management of IT equipment inventory
• Maintenance of IT equipment, software and inventory records
• Management of loaner equipment pool

Other

• Other duties as necessary and as assigned.

Required Qualifications

• A Bachelor degree in Informatics/Computer Science or equivalent knowledge and skills
• CompTIA A+ Certification
• CompTIA Network+ Certification

Experience / Skills / Knowledge

• 3 years experience in a similar role.
• Extensive experience with desktop and laptop hardware from major vendors
• Extensive experience supporting desktops, laptops, and mobile devices
• Extensive experience using and supporting Microsoft Windows, Microsoft Office, Adobe Acrobat, and other common desktop applications
• Experience with Microsoft Office 365
• Highly developed troubleshooting skills and processes
• Ability to explain technical issues to a non-technical audience
• Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
• Ability to work in a team and foster teamwork in others
• Able to carry loads of 50 lbs, including servers, printers and computers for physical setup
• Understanding of the importance of documenting system configuration information.
• A broad variety of IT and support management skills including the ability to discriminate between incidents and problems and knowing when a quick fix is not sufficient to permanently resolve a problem.
• Ability to identify and categorize relevant information about changes in configuration for recording purposes.
• Be self-motivated, proactive and have a positive attitude to work requiring minimum supervision.
• Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
• Be cooperative, hardworking, flexible & dependable.
• Ability to communicate effectively, instilling trust and confidence.
• Excellent interpersonal and communication skills.
• Be willing to take on extra responsibilities in order to achieve the goals/objectives set by the organization

Preferred Qualifications

• Experience with Windows Server 2008 R2, 2012 R2, 2016
• Experience with VMware ESXi and/or Microsoft Hyper-V virtualisation platforms

Jhpiego