Senior IT Officer

We are hiring a Senior IT Officer for our Information Technology Team!

Since 1993, Women for Women International, a global NGO, has invested in the power of over 500,000 women who are forgotten – the women survivors of war and conflict. We support them in learning the social and economic skills they need to rebuild their lives, their families, and their communities.

Our core belief is that stronger women build stronger nations. Women who enroll in our programs in Afghanistan, Bosnia and Herzegovina, the Democratic Republic of the Congo, Iraq, Kosovo, Nigeria, Rwanda, and South Sudan, break the isolation of war and conflict. They gain access to knowledge, resources and tools needed to earn and save money, improve health and well-being, influence decisions in their home and community, and connect to networks for support.

Over the next ten years, our goal is to scale our impact to improve the lives of millions of the most marginalized women affected by war and conflict. Our vision is to create a world in which all women determine the course of their lives and reach their full potential.

We know that women pass on their knowledge to their neighbors and children, creating a ripple effect for generations. By investing in women, we create a better world for all of us – a world that’s more equal, peaceful, and prosperous.

That is the power of women, for women.

Purpose

Our mission is simple. We will always do everything in our power to help women all over the world unlock the power and agency inside themselves. We are looking for an IT professional to immerse themselves into our mission and to make a difference here.

The Sr. IT Officer’s role acts as a point of contact for end-users to receive support and maintenance in service of our Washington DC office and global operations. It is a dynamic role in a flexible environment that allows for a high level of learning while performing both technical and administrative tasks to ensure functionality and efficiency of computer systems. This involves support and troubleshooting to maintaining and deploying computer and network equipment. He/She must be knowledgeable in software, hardware and networks. He/She must be critical thinkers and problem-solvers with great attention to detail. Responsible to ensure peak performance operations in the DC office while troubleshooting problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion.

Strategy & Planning

• Able to support a variety of users and devices at our DC office and remote support users and devices globally in areas with limited infrastructure.
• Evaluate resolutions and evaluate trends for ways to prevent recurring issues and alert management to emerging trends in incidents.
• Maintain a sufficient level of expertise with the organization’s current Microsoft collaboration platform.
• Direct and coordinate staff efforts to formulate department-specific disaster recovery plans.
• Conveys vision and goals of improving services to staff and management and oversees related budgets and expenses.
• Manages the design and development of a continual improvement helpdesk program leveraging Jira Service Desk ticketing system.
• Conduct and review annual diagnostics, including PCI compliance, security, disaster recovery plans, and end-user feedback.
• Effective stakeholder management and relationship-building skills.
• Creativity and willingness to find cost-effective pragmatic solutions.

Operational Management

• Provide first contact support of incoming requests to the service desk via a web portal, chat, email, and telephone to ensure courteous, timely, and effective resolution of end-user requests.
• Coordinate meetings and handle administrative tasks such as expense reports and payment requests.
• Onboard and train staff on IT systems in a cloud-managed Windows environment within Microsoft 365.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Record, ship and manage equipment sent to users and repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software to deliver deskside service levels.
• Answer to and perform device and user moves, adds, and changes requests as they are submitted by other managers.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all licenses, hardware, software, and services as needed.
• Ensure that company equipment, systems, services, and facility are compliant with disaster recovery plans and procedures.
• Continually conduct simulations and test runs of system disruptions in order to revise and perfect plans.

Acquisition & Deployment

• Evaluate and recommend products and handle purchasing requests.
• Perform device deployments, pre-packaged software using Microsoft Autopilot, and other software releases and rollouts according to change management best practices.
• Interact and negotiate with vendors, outsourcers, and contractors to obtain cost-effective services and products.

Skills and Qualifications:

Required

• At least 4 years experience in Help Desk Support or an equivalent combination of education and experience in a similarly environment.
• Background in IT Services with an emphasis on service desk management.
• Working knowledge of the skills needed to provision, manage, monitor, and decommission cloud services, such as Microsoft 365.
• Experience in project management environment and workflow automation.
• Hands-on hardware troubleshooting experience. Excellent technical knowledge of hardware, including computers, MFPs, enterprise network equipment, and laptop internal components, including replacement of keyboards, monitors, ram, and hard drives.
• Extensive enterprise equipment support experience with HP, Lenovo, Apple, or Dell.
• Working technical knowledge of in-house network, server, and platform operating systems, including Windows 10, macOS, iOS, Android, Meraki, Microsoft 365, and other enterprise cloud services.
• Able to read and comprehend technical manuals, procedural documentation, and OEM guides.
• Broad hands-on knowledge of disaster recovery planning and other industry-standard techniques and practices.
• Strong appreciation of business processes, with a flair for business administration and human capital management.
• Strong written and oral communication skills with the ability to present ideas to groups of people in user-friendly language.
• Knowledge of applicable data privacy practices and laws.
• Logical and problem-solving abilities, with keen attention to detail.

Preferred

• Storage and archiving in the cloud.
• Security, identity, and access management: IAM in the cloud.
• Working technical knowledge of current protocols, operating systems, and standards, including PowerShell scripting, SAML SSO, Json, VPNs, Office 365, Azure AD services, and Hyper-v (including installation and troubleshooting).
• Public cloud operations in Azure and AWS services, including managing resource consumption.

Physical Demands:

• Ability to have a flexible work schedule which may include early mornings, evenings, and weekends. May be required to occasionally work beyond normally scheduled hours.
• On-site presence expected to handle user needs.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

*This job description may be modified from time to time in the discretion of WfWI.

All our staff are required to adhere to WfWI’s Code of Conduct and Safeguarding policies and to our organizational values: Empowerment, Integrity, Respect, Resilience.

At Women for Women International, we know that our people and organizational culture provide the foundation to achieve our mission. Diversity, equity, and inclusion (DEI) are central to everything we do. Read our commitment to DEI