IT TECHNICAL SUPPORT OFFICER

TERMS OF REFERENCE FOR THE POSITION

IT TECHNICAL SUPPORT OFFICER

Overall purpose of the job

IT technical support officer will be responsible for the smooth running of computer systems and ensuring that users get maximum benefits from them; monitor and maintain the computer systems and networks of the organization, installing and configuring computer systems, website management, diagnosing hardware and software faults and solving technical and applications challenges.

Main Job Tasks and Responsibilities

1. Install and configure computer hardware operating systems and applications
2. Troubleshoot and undertake 1st level repair of hardware, operating systems and
applications before escalation to either hardware/software vendors
3. Administer, monitor, and maintain computer systems and networks to ensure network
uptime and availability of services.
4. Implement digital security controls and measures to ensure security attacks from both
internal and external users are averted
5. Liaise with service providers i.e., ISP, Telephony, printers to ensure maximum vendor
support is offered.
6. Troubleshoot, diagnose, and solve IT systems and network-related challenges.
7. Provide capacity building sessions to the team to ensure basic IT knowledge is imparted to the users. This shall include providing technical support, training sessions, procedural documentation, and relevant reports shared regularly
8. Set up new users’ accounts and profiles and at all times ensure the confidentiality of user data.
9. Test and evaluate new technologies to improve the organization’s ways of working.
10. Enforce the use of cloud services for data storage to mitigate the risk of data loss due to computer/laptop loss or technological failures.
11. To always keep an updated inventory of IT systems both hardware and software including expiry of licenses and subscription renewals
12. Ensure the organization website is updated regularly with official updates from your line manager

Skills

• Ability to think logically and identify challenges that need escalation to vendors as soon
as possible.
• Good technical troubleshooting skills
• A team player
• Problem-solving skills
• The ability to prioritize your workload
• Experience with Windows operating systems and Microsoft Office applications
• Ability to offer inhouse and remote support to users.
• Keeping abreast with new trends in technology

Qualifications

a) At least 3 years of experience providing information communications technology (ICT)
and administrative support in a development context;
b) Bachelors in information technology, computer science or a closely related field required;
c) Experience working with backend administration of websites is a MUST;
d) Experience working Non-government Organisations;
e) Excellent organizational skills and ability to work in a fast-paced environment;
f) Ability to prioritize and manage multiple tasks simultaneously;

How to Apply

In case you are interested and qualify for the position, please e-mail a one page
application/cover letter plus a CV to admin@iidcug.org and type the title “Application for the position of IT Technical Support Officer” as the subject line. Deadline for receiving applications is 15th January 2021.

Address your applications to;

The Finance and Administration Manager,
Impact and Innovations Development Centre,
P.O. Box 27516, Kampala Uganda

Note: Only shortlisted candidates will be contacted