Job Title: IT & Systems Officer
Organisation: Jhpiego
Duty Station: Kampala, Uganda
About US:
Jhpiego is an international non-profit health organization affiliated with Johns Hopkins University. The group was founded in 1973 and initially called the Johns Hopkins Program for International Education in Gynaecology and Obstetrics, but is now referred to simply as Jhpiego.
Job Summary: The IT & Systems Officer manages the IT infrastructure (Servers and Network Support), client systems (desktops, Printers, laptops and phones), and end-user support at the Jhpiego Uganda offices. The nature of the work requires an individual who is service-oriented, organized, and can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.
Key Duties and Responsibilities:
Network & Server administration
- Provide support on LAN/WLAN/WAN/VPN telephone or VolP
- Troubleshoot system and network failures and identify bottlenecks to ensure the long-term efficiency of the network Test and configure software and maintain and repair hardware and peripheral end-user devices
- Organize and schedule upgrades and systems maintenance Manage Project data Backup and IT disaster recovery plans Provide technical support to the project team on computer and network usage and offer comprehensive advice and instructions Setup, configuration, monitoring and management of server hardware, server applications, UPSes and other power backup systems
- Perform diagnostics and management, and support of the Server infrastructure, Intranet and other Servers
- Management of the print servers and All-in-One Copiers. Manage and Escalate issues with network equipment, including switches, wireless access points and firewalls.
- User and Cilent System Support
- Provide user support (diagnose and resolve basic Hardware and Software faults).
- Troubleshoot user computer software and hardware issues and make repairs and perform scheduled updates
- Manage the Help Desk system to ensure IT Support SLAs are met.
- Join end-user Computers to the Azure Active Directory domain. Ensure security updates on end-user equipment are maintained. Maintain computer hardware parts and replacements. Manage IT equipment inventory
- Maintain system and configuration change documentation
Compliance
- Ensure user Compliance with IT policies and guidelines. Follow Jhpiego IT Service Management processes.
- Participate in IT Scheduled projects and Scheduled activities. Maintain system and configuration change documentation. Prepare, document, and communicate system status reports with the Baltimore ISTS team
User Training
- Identification of standard desktop and application support issues and provision of training for staff as required.
- Provide support, end-user Training and Configuration on M365 and other cloud collaboration Technologies
Maintenance of IT User Guide.
- Administration
- Maintain IT hardware and software asset inventory.
- Management of loaner equipment pool.
Other
- Other duties as necessary and as assigned.
Qualifications, Skills and Experience:
- The ideal applicant must hold a Bachelor’s degree in Computer Science, Technology, Information Systems or equivalent field, knowledge and skills
- CompTIA A+ Certification.
- CompTIA Network+ or CCNA Certification.
- ITIL Foundation
- At least five years of experience in a similar role.
- Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
- 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 typical 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 pounds, including servers, printers and computers for physical setup.
- Understanding of the importance of documenting system configuration information.
- A wide variety of IT and support management skills, including discriminating between incidents and problems and knowing when a quick fix is insufficient to resolve an issue permanently. Ability to identify and categorize relevant information about changes in configuration for recording purposes.
- Be self-motivated and 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 to achieve the goals/ objectives set by the organization.
- Experience with Windows Server 2008 R2, 2012 R2, 2016, 2019 platforms.
- Experience with VMware and Microsoft Hyper-V virtualization platforms.
- Experience using and supporting Windows 10 and Microsoft 365 technologies.
How to Apply:
All Interested applicants should send a CV and cover letter, indicating why they are most suitable for this placement, attach academic documents in PDF as one document to the following address: Uganda-Recruitment@Jhpiego.org and copy Uganda.CountryOffice@Jhpiego.org
Please indicate the Position you are applying for and your name in the email subject line. Hand delivered applications will not be considered.
Deadline: Friday 23rd December 2022 at 4:00pm