IT Helpdesk
Child Safeguarding: Level 1: the post holder will not have contact with children and/or young people, or access to personal data about children or young people, as part of their work; therefore, a police check will not be mandatory for this post unless the content of the post changes, in which case the Child Safeguarding level should be reviewed.
Role Purpose:
The IT Officer is responsible for maintaining the IT environment and infrastructure, ensuring their optimal performance and smooth day-to-day operations. This includes providing technical support for efficient IT operations and solutions, logging issues in the system (JIRA), and handling documentation and reporting.
Additionally, the post holder may be called upon, as necessary, to support the emergency team during humanitarian crises or in response to other requirements from superiors or management. In the event of a major humanitarian emergency, the role holder is expected to work outside the normal role profile and be flexible with working hours accordingly.
What You will do:
- Manage Save the Children Indonesia (SCIDN) helpdesk support system by logging (JIRA), resolving and escalating support requests from user including but not limited to software, hardware, smartphones, and other communication systems.
- Conduct training sessions for staff on IT policies, best practices, and effective utilization of IT resources and ensure IT standards, policies and procedures are adhered to.
- Prepare initial installation of user's desktop/notebook computers with standard configuration and software according to Save the Children Indonesia standard.
- Act as the first point of contact by providing day to day technical support to staff, including support to all field offices.
- Provide support on configuring email accounts and assist users with email related issues.
- Provide first level IT Support and ensure timely troubleshooting including other support for hardware/software problems by phone, online tools, and/or email to all staff.
- Work with the IT team to keep the network and all staff computer systems safe, secure, and virus-free in an ‘always on’ environment.
- Record & maintain IT equipment, manage in-and-out of the IT equipment/peripherals and create purchase request.
- Work closely with Supply Chain for asset registration.
- Provide technical support for events and activities as required by Programs and Departments.
- Perform other activities as agreed with Tech & Digital Sr. Manager.
Qualifications:
- Minimum S1 in IT or engineering or 2 years’ experience on first-level IT troubleshooting.
Experience And Skills:
Essential
- Fluency in writing and speaking in English.
- Familiar working in Microsoft Windows Server system with Azure Active Directory environment
- Good analytical skills related to computer and mobile communication device specifications.
- Familiar with Microsoft Security Products such as EMS, MFA, Encryption Bit locker
- Experience using the following products, platforms, and areas of expertise: Microsoft Windows 10/11, Microsoft 365 suite, Online Collaboration platforms and Remote Access.
- Availability and willingness to work extra hours during times of humanitarian response.
- Ability to establish and maintain conducive collegial relations and perform effectively as a member of a team.
- Experience in documenting IT Assets with its attributes
Desirable
- Exposure to the non-profit sector and/or developing countries is preferred
- Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures
Location: Jakarta
Save the Children encourages qualified candidates to apply regardless of religion, race, gender, sexual orientation, or disability.
