IT Officer

POSITION TYPE: Local Hire POSITION TITLE: IT Officer DIVISION: Global Health REPORTS TO: Supply Chain Manager (Technical supervision by HQ IT Department) Project HOPE is an international NGO of more than 1000 engaged employees and hundreds of volunteers who work in more than 25 countries, responding to the world's most pressing global health challenges. Throughout our 60-year legacy, Project HOPE has treated millions of patients and provided more than $3 billion worth of medicines to local health care organizations around the world. We have helped build hundreds of health programs from the ground up and respond to humanitarian crises worldwide. Code of Conduct It is our shared responsibility and obligation to treat each other with respect, take affirmative steps to prevent matters involving Sexual Exploitation Abuse and Trafficking in Persons, and to disclose all potential and actual violations of our Code of Conduct, which may include Conflicts of Interest, Fraud, Corruption, Discrimination or Harassment. Together we can reinforce a culture of respect, integrity, accountability, and transparency. POSITION SUMMARY: The IT Officer is responsible for ensuring the reliable operation, maintenance, and security of the organization’s information technology infrastructure and systems. The role provides technical support to staff, manages network systems, supports Microsoft 365 platforms, and ensures compliance with organizational IT policies and cybersecurity standards. The IT Officer serves as the primary IT focal point for the mission, coordinating with headquarters to implement IT solutions, maintain infrastructure, and ensure staff can effectively use available technologies. This position is being advertised contingent upon award; while the recruitment process will proceed as part of organizational preparedness, no formal offer will be extended until funding is confirmed Key Responsibilities – IT User Support • Provide first-line technical support to staff for hardware, software, and connectivity issues. • Troubleshoot and resolve IT-related issues both remotely and on-site. • Install, configure, and maintain laptops, desktops, printers, and peripheral devices. • Maintain a helpdesk tracking system to monitor and resolve user requests. • Ensure all IT equipment is properly configured before being issued to staff. Microsoft 365 Administration • Support implementation and maintenance of Microsoft 365 services including Outlook, SharePoint, OneDrive, and Teams. • Manage user accounts, permissions, and access rights. • Ensure proper data storage and collaboration practices across departments. • Provide training to staff on effective use of Microsoft collaboration tools. Network and Connectivity Management • Install, configure, and maintain local networks (LAN) and wireless networks (Wi-Fi). • Manage routers, switches, and internet connectivity. • Monitor network performance and bandwidth usage. • Troubleshoot network issues and ensure stable connectivity across offices. • Coordinate with internet service providers (ISPs) for service maintenance and upgrades. IT Security and Data Protection • Ensure all devices run licensed operating systems and approved software. • Ensure computers are integrated into Azure Active Directory (Azure AD). • Maintain antivirus and endpoint protection systems. • Ensure all staff data is securely backed up through OneDrive or SharePoint. • Promote cybersecurity awareness among staff. IT Infrastructure and Asset Management • Maintain an IT asset inventory and tracking system. • Ensure standardization of hardware and software across the mission. • Monitor printers and multifunction devices to ensure they remain operational. • Recommend upgrades or replacements for outdated equipment. Training and Capacity Building • Provide basic IT training to staff on systems and digital tools. • Develop simple user guides and documentation for common IT processes. • Promote best practices in digital collaboration, data management, and cybersecurity. Documentation and Reporting • Maintain documentation of IT systems, network configurations, and licenses. • Monitor IT support trends and recommend improvements. • Prepare regular IT status reports for management and HQ IT teams. Other Duties Perform any additional duties assigned by management to support the effective functioning of the organization’s IT systems. Qualifications – Education Bachelor’s degree in Information Technology, Computer Science, Network Engineering, or related field. QUALIFICATIONS • Minimum 3–5 years of experience in IT support or systems administration. • Experience with Microsoft 365 environments. • Experience managing office networks and IT infrastructure. • Experience working with NGOs or international organizations is an advantage. Core Competencies • Strong troubleshooting and problem-solving skills • Knowledge of Microsoft Windows, Microsoft 365, and networking systems • Understanding of cybersecurity practices • Strong organizational and documentation skills • Ability to communicate technical concepts to non-technical staff Key Performance Indicators (KPIs) • 90–95% of IT support requests resolved within 24–48 hours. • Average user satisfaction rating above 85% from staff support surveys. • Maintain IT system uptime above 98% for critical services. • Network downtime less than 2% per month. • 100% of computers running licensed software and updated antivirus. • 100% of staff devices connected to Azure Active Directory. • 100% of staff data backed up through OneDrive or SharePoint. • 100% of IT equipment recorded in the asset inventory system. • Conduct at least 2–3 IT training sessions for staff per year. PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical demands: While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment. Must be able to communicate in verbal and written form. Project HOPE employees may be required to travel or work in countries where working conditions are classified as “hardship.” Work environment: Typical office environment with exposure to a minimal noise level. Emergency deployments may be in resource-deprived environments with austere living conditions. Travel for extended periods may be by air and/or other modes of transportation. Project HOPE employees may be required to travel or work in countries where working conditions are classified as “hardship.” Due to the substantial number of inquiries, we receive, only candidates who have met the required experience qualifications for this position will be considered. No phone calls please. However, since we are active around the world in the field of public health, we may wish to retain your CV in our database for other/future opportunities, unless you direct us otherwise.