Primary Purpose

This position is primarily responsible for assisting with the daily maintenance of the organization’s computer, network systems, service desk 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. 

Responsibilities

IT Service Management (45%)

• Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
• Perform remote troubleshooting through diagnostic techniques and appropriate questions.
• Direct and escalate unresolved issues to the next level of support personnel.
• Record events, problems, and resolution in the service desk system while providing updates to the clients.
• Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
• Prepare and set up IT equipment required by teams working in the field.
• Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
• The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency.

Compliance (20%)

• Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding the CWS Africa programs management.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.

Collaboration /Engagement (30%)

• Collaborates with and supports the sub office IT staff with their tasks and various projects.
• Working with other IT sub-units’ staff on various projects.
• Works with the IT Technical Supervisor analyzing service desk data to make inferences on training and technological needs.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
• Plans for and delivers IT training to RSC staff in collaboration with the training unit.
• Work closely with IT staff from Partner organizations for remote field IT support.
• Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
• Pass on any feedback or suggestions by customers to the internal escalation team.

Additional Responsibilities (5%)

• Performs any other duties as assigned to improve the operations of CWS Africa.
• When needed, covers the responsibilities of the other IT Specialists.

Qualifications

Experience:

• A minimum of 5 years of experience in IT.
• A minimum of 1 to 2 years’ experience in managing and maintaining computer networks, preferably in a Windows-based environment required.