Information Technology Support Specialist

Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Primary Purpose
This position is primarily responsible for assisting with the daily maintenance of the organization's computer, network systems, service desk management and assisting individual staff with resolving computer software and hardware problems (staff support). The position requires flexibility, initiative, and confidence in dealing with different types of systems and more importantly, different types of people.

Key relationships
Internal to CWS

• IT Director,
• IT Technical Supervisor
• Information Technology Manager
• Information Technology Support Specialists
• Network and Systems Administrators
• Country Offices IT staff
• HQ IT staff
• Other team members in the Administration and Program departments.

External

• Vendors and Partners in relation to his/her capabilities

Working Environment

• Office environment, Periodic travel to the field as may be required

Responsibilities
IT Service Management (45%)

• Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
• Perform remote troubleshooting through diagnostic techniques and appropriate questions.
• Direct and escalate unresolved issues to the next level of support personnel.
• Record events, problems, and resolution in the service desk system while providing updates to the clients.
• Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
• Prepare and set up IT equipment required by teams working in the field.
• Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
• The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency .

Compliance (20%)

• Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding the CWS Africa programs management.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.

Collaboration /Engagement (30%)

• Collaborates with and supports the sub office IT staff with their tasks and various projects.
• Working with other IT sub-units' staff on various projects.
• Works with the IT Technical Supervisor analyzing service desk data to make inferences on training and technological needs.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
• Plans for and delivers IT training to RSC staff in collaboration with the training unit.
• Work closely with IT staff from Partner organizations for remote field IT support.
• Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
• Pass on any feedback or suggestions by customers to the internal escalation team.

Additional Responsibilities (5%)

• Performs any other duties as assigned to improve the operations of CWS Africa.
• When needed, covers the responsibilities of the other IT Specialists .

Experience
Qualifications

• A minimum of 5 years of experience in IT.
• A minimum of 1 to 2 years' experience in managing and maintaining computer networks, preferably in a Windows-based environment required.

Skills

• The ability to interact with CWS Africa personnel, build strong relationships at all levels and across all business units and organizations, and understand business imperatives.
• Ability to effectively manage, organize and prioritize work in a fast-paced environment.
• Service-oriented ITSM mentality with ability to provide excellent customer service.
• Ability to communicate effectively and professionally orally and in writing with staff across all levels.
• Strong knowledge of using and managing IT service desk systems.
• Excellent problem-solving skills and willingness to constantly renew required knowledge.
• Excellent troubleshooting and problems solving skills in a Windows based environment.
• Strong knowledge in Active Directory and Microsoft 365 administration.
• Strong knowledge and skills in latest Windows Server setup and administration.
• Knowledge and working experience with administration of database systems, especially MS SQL Server.
• Strong knowledge of VMWare – virtualization technology.
• Strong knowledge in data leak, loss, and encryption methods (BitLocker, McAfee or any other).
• Strong, up-to-date knowledge of systems security in a large network environment.
• Knowledge in networking (LAN, WLAN and VPN), especially with Cisco managed devices (Firewalls, Routers, and switches).
• Knowledge of TCP/IP Architecture and OSI Model.
• Knowledge and experience of change management.
• Proactively finds solutions rather than waiting for answers and self-propelled person that likes to work.

Education & Certifications

• Bachelor's degree in IT or Computer Science or four (4) years of directly related experience in lieu of a bachelor's degree is
• Industry IT Certifications (OS, Networking, Systems Administration, Cloud Security and ITIL) desirable

Abilities

• Manage large and diverse workload under pressure with competing priorities;
• Maintain the integrity of official records;
• Analyze and solve complex problems and make sound decisions;
• Work with minimal supervision;
• Maintain a high-performance standard with attention to detail;
• Work independently and contribute to overall operations of RSC Africa;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Important Requirements

• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS' Platform on Racial Justice as a CWS employee required.

Special Requirements

• COVID Vaccination is required for all successful candidates.
• The candidate should be in good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa.
• This position is based in Nairobi in Kenya.
• This position requires use of laptops at all time, competence in Microsoft office packages is required.
• This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program.
• Background check which includes references, and an educational and criminal check is required before the start of employment.
• A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel.
• (Internationals - International applicants m ust be legally eligible to work and obtain a work permit in (Kenya) OR A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel.
• Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
• The US Embassy rates Kenya rates as security level 1; incumbents should exercise normal security precaution.
• Full time.
• All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.