IT Assistant

Overview:
Under the direction of the IT Officer, the IT Assistant is responsible for providing service desk support to users and is a member of Jhpiego’ s Global IT team and will follow technical direction from the IT Officer in Jhpiego’ s 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. To be successful in this role, the IT Assistant will need basic knowledge of computer systems and software, excellent problem-solving skills, and the ability to communicate technical information to non-technical staff.

**Responsibilities**:
**User Support**

Identify and resolve issues that impact service delivery in a timely manner - Advise supervisor or management on issues affecting processes and integrity and communicate with teams/individuals to address issues affecting transactional process execution and service delivery.
- Respond to end-user support requests
- Operate the service desk system
- Provide Tier 1 user support (diagnosis and resolution of basic desktop/laptop, printer, peripheral and software faults)
- Escalate 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**
- Maintain the IT User Guide and ensure user compliance with IT policies and guidelines
- Ensure user compliance with IT policies and guidelines

**Administration**
- Administer IT equipment inventory
- Assists with the setup of hardware and software systems
- Assists with the maintenance of IT equipment, software and inventory records
- Administer loaner equipment pool
- Ensure consistent system performance and integrity of all transactions
- Safeguard process integrity through review of transactions or processes on an ongoing basis.

**Other**
- Perform other duties as necessary and assigned.

Preferred Qualifications:
**Required**
- IT Diploma or other related certification
- MTA/GCP/AWS certification
- 1-3 years’ IT experience as an IT Support Assistant or similar role
- Familiarity with desktop and laptop hardware from major vendors
- Experience providing desktop/laptop/mobile device support
- Experience with Microsoft Office 365
- Highly developed troubleshooting skills and processes
- Able to carry loads of 50 lbs., including servers, printers and computers for physical setup
- Be self-motivated, proactive and have a positive attitude to work
- Ability to work independently with minimum supervision and ability to work in a team.
- Excellent organizational skills including the ability to handle multiple assignments sometimes under pressure of deadlines.
- Be cooperative, hardworking, flexible & dependable.
- Excellent interpersonal and communication skills (Ability to communicate effectively, instilling trust and confidence).
- Willingness to learn and adapt to new technologies
- Be willing to take on extra responsibilities to achieve the goals/objectives set by the organization

**Desirable**
- Bachelor's in Computer Science/IT Degree
- Experience working in donor funded organisations
- Jhpiego, a Johns Hopkins University affiliate, is an equal opportunity employer and does not discriminate on the basis of gender, marital status, pregnancy, race, color, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, other legally protected characteristics or any other occupationally irrelevant criteria. Jhpiego promotes Affirmative Action for minorities, women, individuals who are disabled, and veterans._

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