IT Officer

The IT Officer supports reliable, secure and effective IT services for IRC Ukraine by providing first-line user support, maintaining IT equipment and infrastructure, and assisting with staff training and approved IT initiatives. The role reports directly to the Senior IT Officer and works in the assigned field office supporting other IRC Ukraine locations as required.

Responsibilities

• Provide 1st line support for users in the Ukraine country program. Log and expedite all support work using the ServiceNow ticketing platform.
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
• Provide installation and user support for approved IRC applications and collaboration tools, including Microsoft 365, Teams, Box, Workday, Rescuenet, Integra and payroll software, within assigned responsibilities.
• Escalate unresolved or advanced technical issues to the Senior IT Officer, Service Desk or appropriate technical team in accordance with approved support procedures, and follow up on outstanding requests.
• Install, configure, maintain and troubleshoot desktops, laptops, peripherals, network devices, operating systems and approved software in line with IRC standards.
• Support and maintain wired and wireless local area networks, wide area network connectivity, firewalls and communication resources under the guidance of the Senior IT Officer.
• Support approved user account, Active Directory and mailing list administration, and Windows Server and VMware systems where deployed, within assigned access rights.
• Apply approved operating system images, configurations, software updates and patches to IRC devices in line with IRC standards.
• Perform preventative maintenance on IRC computers and network resources and carry out technical site visits according to schedules agreed with the Senior IT Officer.
• Investigate local Internet connectivity options and troubleshoot connectivity problems, providing findings to the Senior IT Officer to support adequate bandwidth and reliable access to IRC systems.
• Implement IRC network and endpoint security requirements, maintain approved firewall rules and carry out routine security checks under the guidance of the Senior IT Officer.
• Implement and maintain approved backup solutions for offices and individual users, and support backup and recovery testing in accordance with IRC IT procedures.
• Promptly report security vulnerabilities, data protection concerns and IT incidents to the Senior IT Officer and relevant technical teams through established reporting channels, and carry out assigned corrective actions.
• Maintain accurate records of IT equipment, software and licenses, and support physical verification and reconciliation in collaboration with Supply Chain.
• Assist with the assignment, transfer and return of IT equipment, keeping the related records current and preparing devices for use or reassignment in line with IRC requirements.
• Provide technical input on IT equipment and spare parts, and check specifications and delivered items against IRC standards under the guidance of the Senior IT Officer.
• Identify equipment maintenance, repair, replacement and disposal needs and submit technical findings to the Senior IT Officer and Supply Chain for the required follow-up.
• Conduct IT induction sessions and practical user training on approved applications, information security, backups and the care and maintenance of computers and equipment.
• Maintain current network and system documentation, including equipment configurations, IP information, changes, access arrangements and connectivity details.
• Update user guidance, technical checklists and support documentation, and contribute solutions for common issues to the IT knowledge base.
• Provide regular updates to the Senior IT Officer on support requests, incidents, equipment status, maintenance, assigned project activities and identified needs.
• Interact with Programs, Operations, and field offices to ensure understanding of business needs and efficient support is delivered.
• Support the local implementation of assigned country, regional and global IT projects, initiatives and policies under the direction of the Senior IT Officer and in line with approved technical standards.
• Collaborate with the Service Desk, regional and HQ IT teams, field office staff and service providers on assigned support and project activities, keeping the Senior IT Officer informed of progress and issues.
• Perform other relevant duties as assigned by the Senior IT Officer.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or a related field, or equivalent combination of relevant education and practical experience.
• Relevant professional certifications or training, such as Microsoft, CCNA, ITIL/ITSM or equivalent, are desirable.
• 1-2 years of relevant experience with NGOs or international organizations.
• Practical experience supporting Windows operating systems, Microsoft 365, endpoint protection, computer imaging, hardware, software and peripherals.
• Experience installing, configuring and supporting wired and wireless networks, LAN/WAN connectivity and firewalls, including technologies such as TP-Link, UniFi and Cisco Meraki SD-WAN.
• Experience using an IT ticketing system such as ServiceNow and maintaining IT asset and technical documentation.
• Experience with cloud services such as Microsoft 365, Azure or Google Workspace and an understanding of centralized user support systems.
• Strong troubleshooting, communication, interpersonal and customer service skills, with the ability to explain technical issues clearly to users.
• Ability to work with limited supervision, exercise sound judgment in problem solving and prioritize assigned tasks effectively.
• Understanding of ITIL/ITSM frameworks and fundamentals.
• Good written and spoken English and Ukrainian. Knowledge of Russian or other relevant languages is desirable.
• Knowledge and/or experience in the implementation of Starlink technologies would be an advantage.
• Willingness and ability to travel to IRC field sites as required.

Skills

• Windows Operating Systems Support
• Microsoft 365 Administration
• Endpoint Protection
• Computer Imaging
• Hardware Support
• Software Support
• Peripheral Support
• Wired Network Installation
• Wireless Network Installation
• LAN/WAN Connectivity
• Firewall setup
• TP-Link Technologies
• UniFi Technologies
• Cisco Meraki SD-WAN
• IT Ticketing Tools
• ServiceNow Experience
• ICT asset management
• Technical Documentation Production
• Cloud Services
• Microsoft Azure
• Google Workspace
• Centralized User Support
• ITIL Framework Implementation
• ITSM Fundamentals
• Technical Troubleshooting
• User Support Management
• Starlink Technologies

Languages

English, Ukrainian