IT Support Specialist II

About the role

Compassion International is hiring an IT Support Specialist II in Accra, Ghana, to deliver basic IT support to end users in the organization's field offices. The role 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 works on more complex projects as part of a team.

Key responsibilities

• Implement systems, tools, software and services for internal clients, gathering requirements so each delivery meets the 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, run security assessments of systems and applications, and restore files or systems through regular backups
• Support IT infrastructure such as server rooms, hosting maintenance, networking and servers
• Use project management tools to track deliverables and resolve issues, and act as the last internal point of contact before seeking external help
• Update procedure documentation and share expertise with other staff
• 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 training end users
• Open to continuous learning and adaptable

Required skills

• Knowledge of remote access and VPN
• Ability to lead teams and collaborate

The work takes place in a standard office environment, sitting, standing or walking up to 8 hours per day, with possible travel of up to 10% of the schedule.