IT Support Specialist II

About the role

This intermediate IT Support Specialist II position is based in Accra, Ghana, and delivers basic IT support to end users in the organization's field offices. It covers project coordination, simple software implementation and deployment, first-level IT support triage, adherence to security protocols and system backups. The incumbent also coaches other specialists and takes part in more complex projects as a team member.

Key responsibilities

• Implement systems, tools, software and services for internal clients, gathering requirements so each delivery meets the plan and schedule
• Perform hands-on desktop fixes: install and upgrade software, install hardware, implement file backups and configure systems and applications
• Use diagnostic utilities to troubleshoot and conduct security assessments of systems and applications
• Restore files or systems through regular backups and update procedure documentation
• Support IT infrastructure such as server rooms, hosting maintenance, networking and servers
• Monitor and track deliverables using project management tools, and act as the last internal point of contact before seeking external help
• Uphold child protection principles and report any concerns of abuse, neglect or exploitation through the internal reporting process

Required profile

• Bachelor's degree in a related field
• 3+ years of experience managing software and its applications
• 3+ years supporting hardware users such as desktop computers and laptops
• Leadership skills, strong customer service orientation and excellent communication skills, including the ability to train end users
• Open to continuous learning and adaptable

Required skills

• Remote access and VPN knowledge
• Software installation, configuration and troubleshooting
• System backups and security assessment