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 may join more complex projects as a team member.

Key responsibilities

• Implement systems, tools, software and services for internal clients, gathering requirements so each delivery meets schedule and budget
• 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
• Validate solutions on devices such as servers and intrusion detection systems, and restore files or systems through regular backups
• Support IT infrastructure such as server rooms, hosting maintenance, networking and servers
• Update procedure documentation and act as the last internal point of contact before seeking external help
• Follow the organization's child protection commitments and report any concerns of abuse, neglect or exploitation

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
• Ability to train final users and adapt to continuous learning

Required skills

• Knowledge of remote access and VPN
• Team leadership and collaboration