Information Technology Officer

The IT Officer provides support to end-users, internal users, or partners. Serves as the first line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. He/She works with FHI 360 US ISS Operations team and US ISS Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks.

Key Responsibilities:

• Provides support of computer hardware, software, printers, applications, operating systems, servers, and network devices.
• Performs regular backups of servers, user files, and network shared files.
• Ability to interact with a broad range of end-users and use various technical resources to provide support.
• Supports organizational wide priorities by ensuring optimal support and timely resolution of incidents.
• Tracks and monitors progress of all incidents to conclusion
• Demonstrates complete ownership of all incidents or service requests.
• Reviews and enforces FHI 360’s policies and standard operating procedures (SOPs)
• Excellent oral and written communication skills.
• Trains staff on newly deployed technologies
• capacity of FHI 360 staff/partners to keep their computers up to date.
• Plan and execute periodic visits to field offices to give technical support and help build the
• Advises management on everything IT (budget, procurement, strategy, project startup/closeout, vendor selection, project technologies, etc.). Attends meetings for these activities.
• Identifies and promotes technical and operational “best practices.”
• Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
• Manages and collaborates with third party suppliers/vendors where appropriate and ensures that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• Performs software installations on company computers and configures applications as specified.
• Working knowledge and understanding with a variety of technologies to effectively support end users.
• Configures and maintains servers, routers, switches, wireless access points, security appliances, etc.
• Maintains the office IT system and upgrades when required or as instructed by HQ.
• Ensures the weekly update of the Kaspersky Anti-virus of servers and clients.

 Required Skills: 

• Moderate understanding of Information Technology industry practices.
• Proficiency with MS Office Suite 2016, Windows 7 & 10, Office 365, Exchange 2010/2013, Active Directory. Knowledge of Cisco Routers/Switches, Meraki’s, and other network devices. A willingness to increase knowledge and update skills as required.
• Strong oral and written communication skills. Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
• Ability to multi-task and self-motivate through assignments and routines.
• Telecommunications: PABX, VoIP, voice mail, and peripheral devices
• Server: Windows Server 2008 & 2012, Exchange 2010/2013, Active Directory, DFS, WSUS
• Desktop: Windows 7 & 10, Microsoft Office Suite 2016, Office 365, Internet
• Explorer, Kaspersky Anti-Virus
• Network: Cisco routers/switches, Meraki, Ethernet, TCP/IP, DNS, DHCP
• Solid knowledge and experience with incident management and operations services tools and systems.

Education Experience: 

• Prior work experience in a non-governmental organization (NGO).
• BS/BA and 3 – 6 years relevant experience; or AA and 6 – 8 years relevant experience; or High School/GED and 8
• Fluency in English and local language.– 10 years relevant experience.
• Must be able to read, write, and speak fluent English.

Source: https://fhi.wd1.myworkdayjobs.com/en-US/FHI_360_External_Career_Portal/job/Manila-Philippines/Information-Technology-Officer_Requisition-2025200145