ICT Support Assistant

Main Roles

The ICT Support Assistant is responsible of troubleshooting technical issues, providing timely customer feedback, and supporting the rollout of new applications, among other duties.

Essential Responsibilities and Duties

• Manage the daily running of IT infrastructure, and give support to staff on IT matters; support the staff in with advice, instructions and help via telephone, remotely and by site visits;
• Act as a support administrator on the ICT helpdesk, managing incidents and fulfill basic requests for all users.
• Develop and deliver the necessary trainings, together with functional users, for staff on the new software and hardware, including system, O365, SharePoint (Intranet Site) and other new system when emerged.
• Monitor the adoption and use of the new software and provide reports and recommendations.
• Gather requirements from users when new systems or functionalities are to-be implemented.
• Recommend to the ICT Manager improvements related to software(s) and infrastructure if needed in order to improve the efficiency and processes.
• Monitor and maintain computer systems and network.
• Maintain network services to ensure constant connectivity.
• Evaluate, procure and replace material/equipment when needed in line with LRC procurement policies and procedures.
• Coordinate the introduction of new software(s) and hardware(s) with the LRC ICT Manager.
• Support and assist as required the LRC ICT Manager with the handling of all LRC IT infrastructure in case of availability.

Function Specific Experience

• Prior experience in rolling out or supporting the roll out of new IT systems
• Experience in developing and providing training courses on IT systems
• Experience in maintaining IT systems

Industry Related Experience

• Experience in similar volunteer-based organizations or humanitarian organizations