• Accountabilities: • Provides first line support to end users for PC, server or mainframe applications, and hardware through troubleshooting. • Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance. • Interacts with networking services, software systems, and applications as appropriate for problem resolution. • Prepares PCs for deployment and provide education and/or training. Assists in supporting and training company users about online communication services and client hardware and software operating environments. • Serves as a productive project team member by completing assigned tasks. • Performs software installations on company computers and configures applications as specified. • Responds to help desk hotline and maintains accurate information within the IS tracking system. • Assists in the evaluation of business problems, evaluates and recommends vendor packages, and implements required software. • Establishes a positive relationship by demonstrating a sense of urgency in interactions with clients. • Organizes and follows complex and/or detailed technical procedures. • Performs hardware diagnostics for company computers and maintains partnerships with manufacturers and vendors. • Proactively promotes positive customer relationships and mentor’s others to ensure customer satisfaction. • Creates ad hoc work groups to analyze problems, develop solutions, and communicate solutions effectively. • May lead projects that require directing the work of others and with some latitude on actions or decisions. • May manage timelines and resources, and may lead implementation efforts to completion. • Performs other duties as assigned.

• May lead projects that require directing the work of others and with some latitude on actions or decisions. • May manage timelines and resources, and may lead implementation efforts to completion. • Exhibits in-depth knowledge of organization and relationships (formal and informal). • Interprets and communicates information, ideas and instruction. • Uses persuasion and negotiation to build cooperation and consensus towards decisions. • Translates advanced technical issues into understandable terms for non-technical users. • Problem Solving & Impact: • Works on assignments that are typical for an administrative office setting. • Has ability to recognize and suggest improvement for situations that deviate from accepted practice; seeks managerial advice prior to acting. • Errors may seriously impact other team members or departmental function and ability to meet deadlines. • Supervision Given/Received: • Work is supervised and specific instructions are given for new activities or special assignments. • Works independently and performs job with minimal supervision. • May offer ideas and suggestions for improving efficiency, but does not change procedures without supervisor’s approval. • Provides guidance and mentors lower level personnel. • Acts as a team lead and may supervise others. • Education and Experience: • Bachelor’s Degree or its International Equivalent in Computer Engineering, Computer Science, Information Technologies or Related Field. • A minimum of 5 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment. • Prior work experience in a non-governmental organization (NGO). Advanced skills in MS Office Suite (Word, Outlook, Excel, PowerPoint, and Access) and data entry / accounting systems. • Ability to multi-task and set priorities for self and manage time to achieve goals / complete projects on or ahead of due date. • Understands the goals and objectives of the department, and own job standards. • Prior work experience in a non-governmental organization (NGO). • Typical Physical Demands: • Typical office environment. • Ability to sit and stand for extended periods of time. • Ability to lift 5 – 25 lbs. • Technology to be Used: • Personal Computer, Microsoft Office 365 (i.e. Word, Excel, PowerPoint, e-mail), office telephone, cell phone and printer/copier. • Technology to be Used: • Personal Computer, Microsoft Office 365 (i.e. Word, Excel, PowerPoint, e-mail), office telephone, cell phone and printer/copier. • Travel Requirements: • Less than 10%