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Junior HelpDesk Technician job at International Rescue Committee

JOB DETAILS:
Junior HelpDesk Technician

Job Overview/Summary:
The Support Technician will be primarily responsible with providing support for our internal users on the use of their desktops and laptops. Through our ticketing system and the telephone they will provide users with solutions to questions and issues with their computer hardware and software.

Major Responsibilities
Customer Service and Communication
• Professionally, respectfully and effectively represents IT Team members, and IRC services to the users.
• Keep accurate notes of issues and troubleshooting steps taken within our ticketing system.
• Take ownership of incidents assigned to ensure issue resolution and user satisfaction.
• Adhere to internal audit responsibility policies and procedures and communicate the same to the end-users.

Technical Skills - Level I Help Desk Support
• Provide Tier 1 & 2 help desk support for technical assistance in person, via phone chat using ServiceNow ticketing system, and follow up with customers and users to ensure complete resolution of issues
• Configure, deploy, maintain, troubleshoot and support Windows 10, PCs Macintosh workstations and, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Create and maintain user accounts in AD Manager and O365 (user, computer, security objects).
• Filter HelpDesk calls and provide support and troubleshooting, such as password resets, toner replacement, break/fix, and escalation to higher level support.
• Follow standard help desk procedures, apply knowledgebase to problems and provide assistance to users: problem identification, instruction, and resolution of problems.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform post-resolution follow ups with end user and team members as required.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alert management to emerging trends in incidents, identify and escalate situations requiring urgent attention.
• Perform other duties as required.

Administrative Tasks & Record Keeping
• Validate and create knowledgebase articles and user documentation.
• Assign tickets and monitor/attend to the unassigned queue(s) in ticketing system.
• System administration and maintenance.
• Close tickets within established service levels.

Job Requirements:
• Education: College degree or equivalent certification
Work Experience:
• 1-3 years of experience in help desk/desktop support position
• Experience with Active Directory, and O365, Azure and SCCM
• Excellent communication skills - both written and verbal
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
• Experience with Microsoft and MAC Operating Systems
• Working knowledge of a range of software and hardware diagnostic tools.
• Experience working with ITIL, and service desk best practices.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• A genuine desire to patiently help others solve technical issues
• Microsoft Visual Studio a plus


JOB DETAILS:
Officer – Information Systems Officer

Job Purpose
Development and management of an efficient BOA Kenya’s Information Security Program that can identify, measure, monitor, and control the risks inherent in the Bank’s ICT systems while ensuring compliance with Industry Standards and Regulations.

Responsibilities and Accountabilities
IT Security Governance through:
• Developing and ensuring adherence to the annual IT Security Annual Plan BOA Kenya’s Cybersecurity Strategy.
• Formulation and review of ISMS, Cyber policies, and procedures.
• Attending various IT Security & Risk related committees i.e., Monthly IT Steering committee, KBA IT Systems, Risk and Security Sub-Committee Meetings.
• Implementation and enforcement of ISO 27001 framework in BOA Kenya’s Security practices i.e., software development, change management.

IT Security Risk Management through:
• Developing and periodic review/monitoring of IT & Security Key Risk Indicators.
• Update of the IT Risk register guided by periodic risk assessments.
• Periodic Endpoint Security reviews for compliance and timely updates.
• Review of Third-party risks guided by criticality, policies and procedures and SLAs and presentation of recommendations to Management to reduce associated risks.
• Conducting periodic Vulnerability assessment for BOA Kenya Infrastructure and develop remediation plans with IT Unit for critical vulnerabilities.
• Conducting periodic IT Security Assessment for New Applications, Projects, and Tools before adoption at BOA Kenya and recommendations on mitigants.
• Review and approve change requests raised by IT or BOA Kenya stakeholders for key infrastructure.

Information Security Program Development and Management by:
• Development and adherence to BOA Kenya’s Annual User Awareness Training Plan.
• Prepare and publish periodic IT Security awareness topics to BOA Kenya Staff.
• Research and review current Cybersecurity trends, threats updates, and reviews as applicable to BOA Kenya’s Environment.
• Conduct Targeted user training for specific roles within the Bank e.g., SWIFT, IT, New staff as guided by criticality.

Key Performance Indicators
• Monthly user awareness & training (1 active campaign on cyber security awareness platform, 4 email publications).
• Monthly endpoint security reviews of antivirus status for compliance
• Project risk assessments for risk identification as guided by the Bank’s project plans.
• Monthly vulnerability assessments and remediation.
• Annual and quarterly IT DR exercise testing, restoration, and failovers for business continuity.
• Quarterly access management and reviews.
• Monthly incident reporting.
• Weekly audit follow-up and closure.
• Monthly & quarterly reporting to IT Steering committee, Management & Board.
• Monthly IT security report on intrusions, endpoint security compliance, security trends and unit activities.
• Quarterly regulatory reporting & returns to CBK and KEPSS.
• Annual policy & procedure development and approval.
• Annual security tools Implementation and renewals reviews.

Minimum Requirements
• A Bachelor’s degree in an ICT related field.
• Minimum 3 years’ experience in ICT/ Security related roles.
• IT Certifications – CCNA – security.
• Information Security certifications (requisite, the more the added advantage)
• CISSP (Certified Information Systems Security Professional)
• Certified Ethical Hacker (CEH).
• CISA (Certified Information Security Auditor)
• CCISO (Certified Chief Information Security Officer)
• CISM (Certified Information Security Manager)
• ISO 27001 Lead Implementer


JOB DETAILS:
Desktop Support Engineer – Kisumu

Description
Basic Skill Set:
• A+ Certification or equivalent experience
• Good working knowledge of Active Directory
• 2 years plus experience providing technical support in a fast-paced and constantly changing environment up to the executive management level.
• Excellent customer service and communication skills including providing VIP support
• Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS/office 2010 as well as Win 8 and O365
• Advanced knowledge of Microsoft Office suite of applications
• Support of End Users for video conferencing units.
• Support of mobile devices

Duties & Responsibilities:
Provide support on the Client Windows platform, for desktop/end-user technologies, collaboration tools, and mobile technologies and printing, this includes laptop/mobile devices, video conferencing, and network/remote access this position works collaboratively with the Service Desk for end-user break/fix and other support functions.

Duties shall include, but not be limited to:
• Diagnosing and troubleshooting desktop system, printer, and operating problems
• Consulting and instructing users on hardware and software questions/issues
• Collaborate with other IT Services Data Center and Network Infrastructure teams
• Install, maintain, and upgrade equipment and its associated infrastructure
• Runs diagnostic tests to isolate system problems as well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac) software
• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
• Hands-on experience removing viruses and spyware using various tools (Windows)
• Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution within an affected SLA window

Requirements
• Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
• Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
• Experience in working with a helpdesk operation, including Windows and Mac clients
• 2 years Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
• Self-starter that can collaborate actively with others in a cross-functional team
• Proven attention to detail and high standards for quality
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
• Skilled in documenting written troubleshooting steps and instructions
• Business professional attire

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