IT Specialist

4 hours ago

Pretoria, South Africa Church World Service Full time

**Job Description**:
Position Title: Information Technology (IT) Support Specialist

Reports To: Information Technology Support Supervisor

Division: Immigration & Refugee Program+ (IRP+)

Department: Administration, Human Resources

Job Location: Pretoria, South Africa

Grade Level: Grade 6, Specialist, National

Introduction: Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Primary Purpose:
This position is primarily responsible for assisting with the daily maintenance of the organization’s computer, network systems, helpdesk management and assisting individual staff with resolving computer software and hardware problems (staff support). The position requires flexibility, initiative and confidence in dealing with different types of systems and more importantly, different types of people.

Essential Duties:
1. Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding ICT systems management for RSC Africa

2. Leading a team of IT Support Assistants in providing IT support in CWS Africa

3. Mans the helpdesk and categorizes, prioritizes, assigns and escalates IT requests as needed

4. Responds to help desk requests within the stipulated timelines, and provides first line support and tickets resolution, including requests escalated by the IT Support Assistants

5. Escalates and follows helpdesk requests to other IT staff per CWS Africa service desk SLA

6. Works with the systems and network administrators in daily systems maintenance, troubleshooting and research to provide guidance to the IT Management

7. Plans for and delivers IT training to RSC staff in collaboration with the training unit

8. Works with the IT Support Supervisor in analyzing helpdesk data to make inferences on training and technological needs

9. Conducts field processing circuit ride preparation and remote field support

10. Collaborates with and supports the sub office IT staff in their tasks and various projects

11. Travels to remote locations for equipment and staff support

12. Working with the IT Senior specialists on various tasks and projects

13. When needed, covers the responsibilities of the other IT Specialists

14. Any other tasks as assigned by the Supervisor or IT Management

Qualifications:
**Experience**:

- Five (5) years directly related specialized experience performing the essential duties is required.
- Two years’ experience in managing and maintaining computer networks, preferably Windows based networks, is preferred.

**Skills**:

- Best interpersonal and communication skills
- Strong knowledge of using and managing IT Helpdesk systems.
- Excellent problem-solving skills and willingness to constantly renew required knowledge.
- Excellent troubleshooting and problems solving skills in a Windows based environment.
- Strong knowledge in domain management and Active directory services.
- Strong knowledge in Microsoft 365 administration.
- Strong knowledge and skills in Windows server 2016 setup and administration.
- Knowledge and working experience with administration of database systems, especially MS SQL Server.
- Strong knowledge in VMWare - virtualization technology.
- Strong knowledge in data leak, loss, and encryption methods (McAfee or any other)
- Thorough knowledge of Microsoft licensing requirements.
- Strong, up-to-date knowledge in systems security in a large network environment.
- Knowledge in networking (LAN, WLAN and VPN), especially with Cisco managed devices (Firewalls, Routers, and switches)
- Knowledge of TCP/IP Architecture and OSI Model.

Education & Certifications:

- Bachelor’s Degree in IT related field, or four (4) additional years work experience in IT required in lieu of a bachelor’s degree.
- Other advanced professional training in IT related field is preferred.

Abilities:
The IT Specialists must have the ability to:

- discuss technical information with users of diverse technical levels and discern their needs;
- facilitate and negotiate;
- communicate technical reports effectively at any level;
- communicate effectively both verbally and in writing;
- follow instructions from the Supervisor with a positive and receptive attitude;
- deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
- conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;
- maintain a high performance standard with attention to detail;
- carry out all of the duties of the position efficiently and effectively with mínimal supervision;
- wo

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