IT Officer At Jesuit Refugee Service

Organizational Context

The Jesuit Refugee Service (JRS) is ministry of the Society of Jesus, incorporated as an international non-governmental organisation with a mission to accompany, serve, and advocate for the rights of refugees and forcibly displaced people. The organisation was founded in November 1980 and now has a presence in over 56 countries. JRS undertakes services at national and regional levels with the support and guidance of an international office (IO) in Rome. The style of JRS service is human and spiritual, working in situations of greatest need, seeking the long-term well-being of refugees and displaced people while not neglecting their immediate or urgent needs. The main services provided are in the field of education, reconciliation, livelihood activities and psychosocial support. Currently, more than 724,000 individuals are direct beneficiaries of JRS projects.

Operational Context

The IT Officer, based in Rome, will support the International, Regional and Country offices with various technical activities, including providing assistance and support related to computer systems, hardware, and software management. Under the direct supervision of the IT Program Officer, the IT Officer will perform the following duties.

Main responsibilities:

• Detect and apply minor bug fixes on the IMS platform (Microsoft .Net/ SQL)
• Manage and maintain the Helpdesk platform and its related tools
• Interact with network services when needed and requested
• Document, track, and examine problems to ensure timely solutions at global level, ensuring the quality of the service offered
• Oversee all helpdesk activities at the IO and at Global level
• Classify and prioritize the received IT needs via the helpdesk channel and communicate it to the respective department
• Support JRS offices with Microsoft Office 365 tools (Outlook, OneDrive, SharePoint…)
• Support JRS offices managing IT infrastructure, including hardware and software installation and upgrades
• Maintain the case solution path documentation library
• Ensure the proper induction and continuous training of the 1st and 2nd tier responders
• Respond to escalated helpdesk issues from regions and countries via the first and second tiers responders

Microsoft Developer (Microsoft .Net Technology)

• Troubleshooting and fixing errors in the code of the IMS (Microsoft .Net technology)
• SQL Server Database management
• Support users on IMS functionalities
• Submit monthly status report

International Office IT Support

• Responsible for maintaining a fluid and well-organized inventory and storage system for all IT hardware, software including installations and upgrades
• Develop how-to guides, editing, and revising them with updated information when necessary
• Ensure systems backups, archiving, and disaster recovery
• Ensure that employees are following computer use policies, information security and privacy policies
• Address technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues
• Manage all help desk activities at IO office level
• Provide input for the purchasing of software, hardware and other IT supplies at IO level
• Ensures that company assets are maintained responsibly

Qualifications and Experience:

• At least an Associate Degree in a related discipline and at least three (3) years of professional experience as a Helpdesk technician or other relevant customer support role; OR High School Diploma and at least five (5) years of professional experience as a Helpdesk technician or other relevant customer support role
• Microsoft certifications (Development and SQL Server)

Languages:

Excellent proficiency in written and verbal English and professional working knowledge of one of the other JRS official languages (French, Spanish) is highly desirable.

Skills and Competencies:

• Ability to follow complex and unique processes and adapt to change rapidly
• Analytical thought needed to resolve issues in a variety of complex situations
• Ability to diagnose and resolve basic technical issues
• Manage several issues and follow-ups simultaneously in fast-paced and deadline driven environment

Technical Knowledge:

• Working knowledge of office automation products, databases and remote control, and a good understanding of computer systems, mobile devices and other tech products
• Working knowledge of WAN and LAN to address network connectivity issues
• Knowledge of Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project.

Core values and ethics:

• Commitment to JRS’s mission, vision and values; ability to convey with enthusiasm JRS’s role in accompanying and serving forcibly displaced people and to advocate for their right to protection and a life in dignity;
• High integrity, honesty and confidentiality; ability to deal tactfully and discreetly with people, situations and information;
• Acceptance of diversity and inclusion as a core value.