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Job Title:       IT Technical Support Specialist

0rganization: Pathfinder
International

Duty Station: Kampala, Uganda

About US:

Pathfinder
International is driven by the conviction that all people, regardless of where
they live, have the right to decide whether and when to have children, to exist
free from fear and stigma, and to lead the lives they choose. Since 1957, we
have partnered with local governments, communities, and health systems in
developing countries to remove barriers to critical sexual and reproductive
health services. Together, we expand access to contraception, promote healthy
pregnancies, save women’s lives, and stop the spread of new HIV infections,
wherever the need is most urgent. Our work ensures millions of women, men, and
young people are able to choose their own paths forward.

About USAID Project:

Pathfinder
International has been awarded a five-year Family Planning Activity (FPA) by
the US Agency for International Development (USAID).  As a lead
implementing agency, Pathfinder partners will play a catalytic role in
increasing access to modern contraception and reducing the unmet need for
voluntary family planning services in Uganda.

Job Summary: The
IT Technical Support Specialist mainly ensures proper computer operations so
that end users can accomplish business tasks. Receives, prioritizes, documents,
and actively resolves and/or escalates end user help requests. Uses diagnostic
and help request tracking tools. Gives in-person, hands-on help at the desktop
level. Assists with inventory and asset management as required.

Key Duties and Responsibilities:

·       
Assessment
and Validation of End-user Needs: Fields incoming help requests from end users
via both telephone and e-mail. Documents and verifies all pertinent end user
information and nature of problem or issue. Assures high quality delivery and
operation of all end-to-end IT services. Follows, maintains, and enforces
system and network policies, standards, and established service levels in Pathfinder
locations worldwide.

·       
Issue
Resolution: Prioritizes and schedules services specific to software, hardware,
telecommunications system and A/V equipment. Escalates problems (when required)
to the appropriately experienced technician. Evaluates documented resolutions
and analyzes trends to prevent future problems. Applies diagnostic utilities
and research to aid in troubleshooting. Performs hands-on fixes at the desktop
level, including: installing and upgrading software, installing hardware,
implementing file backups, and configuring systems and applications. Installs
anti-virus and encryption software. Performs post-resolution follow-ups.

·       
Data
Management: Utilizes service management tools to collect and maintain pertinent
service, asset, and configuration information.

·       
Preventative
Maintenance: Performs preventative maintenance, including checking and cleaning
of workstations, printers, and peripherals.

·       
FAQs:
Develops help sheets and frequently asked questions for end users to help in
troubleshooting.

·       
Project
Management and Participation: Leads, manages or participates in cross
functional project teams

Qualifications, Skills and Experience:

·       
The ideal
candidate must hold a Bachelor’s degree in Computer Science or equivalent, or a
combination of education and experience that yields the required competencies,

·       
Four
years’ professional experience in related field,

·       
Proven
ability to guide and train non-technical individuals on technical concepts,

·       
Proven
ability to work with team members from other cultures, exhibiting cultural
sensitivity and awareness, and able to communicate across sociological and
cultural boundaries.

·       
Exceptional
relationship building skills, ability to work and gain trust at all levels of
an organization with a focus on excellent communications and follow up.

·       
Work
experience with a multinational organization, preferred NGO’s.

·       
Prefer:
MCITP Windows Client and Comp TIA certifications.

·       
Ability
to make sound judgments. Ability to improve processes, promote excellence and
demonstrate accuracy and thoroughness.

·       
Software
Applications: Advanced knowledge of MS Office products, including MS Word,
Excel, PowerPoint and Outlook.

·       
Communication:
Advanced oral and written communication skills using different forms of media.
Ability to translate complex concepts to individuals at all levels.

·       
Sexual
and Reproductive Health and Rights Services: Foundational knowledge of family
planning and reproductive health principles, practices and services of assigned
program, including program strategies and indicators

·       
Passion
for Sexual and Reproductive Health Services: Commitment to family planning,
reproductive health services, gender, maternal, child health services, and
eradication of harmful traditional practices

·       
Influencing
and Customer Service Skills: Ability to influence using diplomacy skills with
key stakeholders. In-depth demonstrated customer service skills.

·       
Organization,
Planning and Multi-tasking: Advanced organizational and planning skills,
project planning and management skills. Proven ability to set priorities, meet
deadlines and multi-task with minimal supervision. Proven ability to coordinate
activities.

·       
Self-Management
and Teamwork: Ability to work independently or as a member of the team, ability
to be detailed-oriented and consistently accurate, ability to manage stress
effectively in a fast-paced environment, and ability to quickly learn new
systems, processes and procedures and adapt local practices to global
standards.

·       
Matrix
Management: Ability to thrive in a matrixed organization.

·       
Confidentiality:
Proven ability to maintain confidentiality on work-related issues.

How to Apply:

All interested and
qualified candidates should apply online at the link below

Click
Here

Pathfinder
International is an Equal Opportunity / Affirmative Action employer. All qualified
applicants will receive consideration for employment without regard to race,
color, religion, sex, national origin, disability, or protected Veteran status.
Pathfinder International does not charge candidates Recruitment or Application
fees for any position, to which they may apply globally.

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