Job Description
Core responsibilities
- Perform desktop laptop computer support, including performing routine preventive maintenance, installing software patches and upgrades, and troubleshooting hardware or software
- 23 problems in-person, by phone or using remote access tools.
- Track and process all project staff IT support incidents, requests and tasks using the serviceNow, ticketing tool.
- Manage the project’s computer network, coordinating with Abt IT regional staff and/or vendors, as well as IT staff in the US.
- Ensure a stable, consistent office internet connection throughout the site office, report any issues and work with ISP to resolve them.
- Maintain ‘workstation Inventory List’, tracking the physical inventory of all equipment (PC’s, laptops, printers, etc.), and update the Asset records on monthly basis in serviceNow, and with the logistics and warehouse manager
- Provide technical support for resolution of major outages, network, or system failures such as but not limited to server crashes, firewall failures, virus attacks, etc.
- Image, reimage, configure, and join Abt laptops to the domain.
- Create (and update as required) a disaster recovery plan for the office.
- Assist in management of group policies and file permissions for project users and groups.
- Ensure each Abt system has valid certificates and up-to-date security tools, and that all staff members adhere to cyber security rules and processes.
- Attend and participate in monthly IT conference call with international IT management (All IT managers’ monthly meeting), 1x1 meetings and any other meetings.
- Identify and communicate process improvements which will allow site staff to increase their efficiency and productivity
- Monitor relevant logs and perform necessary operations to ensure the proper state of IT system.
- Provide basic training to users MS office products.
- Provide support to monitoring and evaluation and other program teams as necessary during program activities and campaigns
What we value
- Bachelor’s degree + 2 years experience, or a master’s degree.
- Bachelor’s degree in computer science, computer programming, or another IT related field
- At least 4 years of relevant professional experience in IT network administration in a windows environment, including internet access support.
- Ability to manage and provide technical oversight to junior programmers and consultants.
- The ability to work independently with general supervision. Follows established policies and procedures
- Experience in using IT support ticketing tools, ex: ServiceNow.
- Experience with mobile platforms (ODK, CommCare, KoboCollect, Epiinfo, Fulcrum, etc.) mobile data collection, GIS applications, GPS measurement data collection, and/or tableau desirable.
- Work experience in NGOs or international organization is plus.
- Fluency in English.
Job Requirements
Core responsibilities
- Perform desktop laptop computer support, including performing routine preventive maintenance, installing software patches and upgrades, and troubleshooting hardware or software
- 23 problems in-person, by phone or using remote access tools.
- Track and process all project staff IT support incidents, requests and tasks using the serviceNow, ticketing tool.
- Manage the project’s computer network, coordinating with Abt IT regional staff and/or vendors, as well as IT staff in the US.
- Ensure a stable, consistent office internet connection throughout the site office, report any issues and work with ISP to resolve them.
- Maintain ‘workstation Inventory List’, tracking the physical inventory of all equipment (PC’s, laptops, printers, etc.), and update the Asset records on monthly basis in serviceNow, and with the logistics and warehouse manager
- Provide technical support for resolution of major outages, network, or system failures such as but not limited to server crashes, firewall failures, virus attacks, etc.
- Image, reimage, configure, and join Abt laptops to the domain.
- Create (and update as required) a disaster recovery plan for the office.
- Assist in management of group policies and file permissions for project users and groups.
- Ensure each Abt system has valid certificates and up-to-date security tools, and that all staff members adhere to cyber security rules and processes.
- Attend and participate in monthly IT conference call with international IT management (All IT managers’ monthly meeting), 1x1 meetings and any other meetings.
- Identify and communicate process improvements which will allow site staff to increase their efficiency and productivity
- Monitor relevant logs and perform necessary operations to ensure the proper state of IT system.
- Provide basic training to users MS office products.
- Provide support to monitoring and evaluation and other program teams as necessary during program activities and campaigns
What we value
- Bachelor’s degree + 2 years experience, or a master’s degree.
- Bachelor’s degree in computer science, computer programming, or another IT related field
- At least 4 years of relevant professional experience in IT network administration in a windows environment, including internet access support.
- Ability to manage and provide technical oversight to junior programmers and consultants.
- The ability to work independently with general supervision. Follows established policies and procedures
- Experience in using IT support ticketing tools, ex: ServiceNow.
- Experience with mobile platforms (ODK, CommCare, KoboCollect, Epiinfo, Fulcrum, etc.) mobile data collection, GIS applications, GPS measurement data collection, and/or tableau desirable.
- Work experience in NGOs or international organization is plus.
- Fluency in English.
How to Apply
All interested candidates are encouraged to visit View the external job posting for applying
Application deadline: 22 November 2023.