Introduction
The IT Support Officer is responsible for providing support for a wide range of technical issues at J/P Haitian Relief Organization. The IT Support Officer position involves troubleshooting of issues relating to hardware, operating systems, applications, and providing the appropriate level of advice on technical issues to a non-technical audience. He is also required to manage customer requests from receiving the initial call through resolving the issue and documentation relative to the resolution of these problems for future reference. He must also be able to communicate well and interact well with a wide range of personalities. And also provide IT training to the staff.
Fonctions
Under the supervision of the IT Manager the responsibilities of the IT Support Officer are as followed:
· The IT Support Officer is responsible for ensuring the Confidentiality, Integrity, and Availability of all information systems;
· Assist the IT Manager with duties related to network and system administration.
· Diagnose problems and react accordingly;
· Instruct users on appropriate action where possible or take notes and research resolution
· Get back to users with resolution or escalate to the IT Manager;
· Assure repair of laptops, PC’s, printers etc..;
· Keeps computer equipment, hardware, and software updated to meet organizational needs;
· Maintains current and accurate inventory of technology hardware, software and resource;
· Help in software development and database administration;
· Assist with new technology rollouts and upgrades;
· Assist with Administration of users and computers;
· Assist with 3rd party software maintenance and implementation;
· Assist with maintaining Windows, Mac;
· Help users with installation and ongoing support;
· Provide training to the staff.
Qualifications Requises
· BA degree in computer science, information systems, or related field
· 2 years related experience in System/Network administration and helpdesk.
· Equivalent combinations of education and experience will be considered
· Knowledge of computer network security systems, procedures, techniques and applications.
· Experience with network configuration and management, proactively eliminating security vulnerabilities
· Experience with configuring, monitoring, and installation of network components such as routers, switches and wireless access points
· Operating System’s experience including, but not limited to, MAC OS X (or Linux knowledge), Windows Server 2008, Windows 7.
· Experience with a variety of productivity suites to include Apple’s iWork, Microsoft Office, Open Office. As well as with online productivity tools like Google Apps, Office Live, etc.
· Ability to create and maintain technical and end user documentation with the support of the IT Staff.
· Knowledge on using Salesforce technology
· Knowledge on computer programming.
· Knowledge on database administration
· Review and interpret complex technical information and analyze situations to define issues and draw conclusions.
· Ability to set and follow priorities while being attentive to detail.
Conditions particulières
Skills
· Fluency in French and Creole
· Intermediate level in English
· Strong communication skills
· Good decision-making skills
· Organizational skills
· Detail oriented
· Team player
· Ability to handle the stress of working in a fast-paced, lean information technology environment.
· Ability to teach
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