General Assignment:
Insure the most effective use of IT and telecommunications equipment at the base, while respecting ACTION AGAINST HUNGER standards and procedures and the security rules in force.
Duties and Responsibilities:
1. Helpdesk Support
To be carried out according to the directives of the V3 "Kitlog" (Logistics Kit)
- Provide helpdesk support and resolve problems to the end user’s satisfaction
- Monitor and respond quickly and effectively to requests received through the IT helpdesk, telephone or email.
- Monitor Service Desk for requests assigned to the queue and process first-in first-out based on priority.
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Give remote support to users. (telephone , skype, team viewer)
- Document internal procedures
- Assist with onboarding of new users
- Ensure Preventive maintenance of workstations.
- Install, test and configure new workstations, peripheral equipment and software. Maintain inventory of all equipment, software and software licenses
- Maintain desktops and laptops according to Action Against Hunger standard.
- Report issues to the IT Manager for escalation.
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Assign users and computers to proper groups in Firewall.
Perform timely workstation hardware and software upgrades as required
- Serve as the first point of contact for users seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by users.
- Walk the users through the problem-solving process.
- Direct unresolved issues to the IT Manager who is the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update user status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
2. Promote user awareness and train users in the use of IT resources:
- Training and sensitize users on the use of ICT equipment and software’s.
3. Participate in the management of telecommunications resources (radio, satellite and premises)
- Ensuring that the mission's means of communication are operating correctly and monitoring them (Wi-Fi access points, modem, internet)
- Performing regular tests on their usage
Qualifications:
.Skills Required:
Good knowledge of the Windows operating environment (XP, Windows 7, W10) and Microsoft Office ( 2010, 2016) Good knowledge of IT equipment and repairing technical IT problems - Good knowledge of networks and wireless technologies. Good knowledge of system and network security