Everyone deserves the opportunity to build a better future. This simple idea has been at the heart of TechnoServe’s work around the world for over 50 years. TechnoServe is a pioneer in leveraging the power of business and markets to create sustainable pathways out of poverty.
The low-income communities in which we work are full of enterprising people. Their small-scale farms and businesses are the keys to economic development. But they face many challenges: low literacy, lack of access to jobs and markets, unpredictable political dynamics and, increasingly, the effects of climate change. For many women and young people, the challenges are even more daunting. Working with TechnoServe staff, people around the world are lifting themselves out of poverty. The results are amazing...when incomes increase and living conditions for families get better, they are able to access health care and education previously out of reach. Communities and even whole countries are better off.
The IT Analyst will assist the Senior Director of Global ICT to manage the day-to-day operations in TechnoServe African field offices. The Analyst will support the local African office IT support staff as they manage computing infrastructure in the African field offices. The Analyst will monitor the helpdesk queue and help manage account access and password resets. The Analyst will respond to Helpdesk Tickets as they are assigned, discern the nature of technical problems, and determine escalation paths of all technical issues. The Analyst will also assist in maintainingupdating the African field office IT procedures and hardware inventories.
Primary Functions and Responsibilities:
Monitoring Helpdesk queue
Troubleshoot and resolve tickets at first contact focusing on India and African requests
Incident Management; from detection and documenting to closure
Collaborate and support Africa IT support staff in their management of IT infrastructure of African field offices
Assist IT field support staff to troubleshootsolve technical employee issues in the office such as printers, Wi-Fi, hardware, phones
Assist the African IT support staff in their implementation of all IT policies and procedures
Other tasks as assigned by the Senior Director, Global ICT
Bachelor’s degree and 5 years experience in IT Office Support
Helpdesk and/or Customer Service Experience
Proficiency with Microsoft, MAC, and Chrome Operating Systems
Familiarity with Printer Setup, Wireless Routers, Software & Hardware Troubleshooting
French language proficiency strongly preferred
Familiarity with Google Workspace and Okta a plus
Windows Networking, Active Directory, Server Management, and Experience a plus
Knowledge, Skills & Abilities:
Ability to Learn and Adapt Quickly
Excellent Oral & Written Communication skills
Highly Organized, Strong Work Ethic and Attention to Detail
Ability to Work Independently and Enthusiastic Self-starter
Interest in a Career in IT
We encourage all qualified individuals who share TechnoServe's vision of improving the lives of others through proven business solutions to apply.
With our commitment to diversity, we are proud to be an equal opportunity employer and affirmative action employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, age, HIV/AIDS status, protected veteran status, disability and all other protected classes.
We are also proud of our commitment to protecting staff, partners, and beneficiaries from abuse and exploitation and thoroughly vet all final candidates through rigorous background and reference checks.
If you have a disability that affects your ability to use our online system to apply for a position at TechnoServe please contact the Human Resources at firstname.lastname@example.org or call +1 202 785 4515.