Job Summary

The IT Support Analyst II is responsible for all areas of computer system administration and management of Windows desktop environments for ChildFund’s desktop infrastructure, including responsibility for installation, configuration, maintenance, performance tuning, technical support, security updates, and resolving customer related software and hardware problems in accordance with established policies and procedures. The incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets; escalating problems to management as appropriate; overseeing Help Desk activities; and configuring devices and software applications following established procedures.  Provides account management support, client connectivity support and client application support for supported devices; and remains current with changing Information Technologies.

Major Responsibilities

• Remain alert and responsive to any child safeguarding risks, acquire relevant knowledge and skills which will enable you to promote strong safeguarding practices, understand the child safeguarding policy and procedures, and conduct yourself in a manner consistent with the Child Safeguarding Policy.

• Provides desktop support to end-users, responding in timely manner to user request for assistance, installation.
• Coordinates hardware / software installations and upgrades to ensure work is properly performed with as little disruption to staff as possible.
• Participates in new software testing and deployment as needed.
• Maintains PC inventory and replacement schedules.
• Maintains patches and antivirus for end users’ systems.
• Ensures resolution with equipment and software technical issues.
• Participates in educational opportunities to maintain relevance in the field of Information Technology.
• Participates in projects and performs other duties as assigned

Job Requirement

Required Education and Experience

• 1-3 years working experience in desktop support.
• Conversant with working in a Microsoft Windows environment; Windows XP\7\8\10, Microsoft Office, Crystal reports, Oracle, WSUS, Acronis.
• Self-starter with desire and ability to learn new skills.
• Good communications skills, technical aptitude, detail oriented.
• English language required
• Customer service focus.
• Ability to work unsupervised and a high degree of dependability required.
• Ability to work well with colleagues as a team member.
• Experience with Apple devices a plus

Education/ Certificate

• Associates degree in Computer Science, Information Systems or closely related discipline. Equivalent relevant work experience will be considered in lieu of degree.
• Microsoft and Cisco preferred
• CompTIA A+ preferred

Place of work:   Addis Ababa, with frequent field travel to ChildFund’s operational areas