Job Description

Job Summary:

TOR ICT4D Assistant – User Support and Help Desk

S/he will coordinate and deliver various ICT4D related services in accordance with established agency ICT policies, procedures, and service standards to support high-quality mass distribution of the Insecticide Treated Nets (ITNs). S/he will provide responsive, professional service and technical support to CRS staff and partners to ensure efficient operation and use of CRS information sharing, communication, and collaboration   technologies.

Specific Job Responsibilities:

1. Develop and provide support documentation required to deploy, configure, and maintain the ICT4D Platform and devices and monitor databases, including networks and telecommunication
2. Organize and setup help desk support system/centers to provide field-level technical support to campaign personnel on the ICT4D platform and devices during the various pre-campaign trainings and ITN mass
3. Ensures documentation, follow-up and resolution of all tickets.
4. Support capacity building initiatives, remotely or on-site, to staff, partners, and end-users to ensure efficient and consistent adoption and use of ICT application
5. Provide timely and quality service delivery, technical support, and advice to user requests to ensure proper user access to agency business data and trianing.
6. Planning, development, implementation, and management of ICT4D Strategy Component Trainings and
7. Directly provide user training and training support
8. Creating materials and presentations for trainings and reports
9. Create and maintain inventory on training document versions, software, applications and report
10. Maintaining documentation  of processes,  procedures and troubleshooting guides

11. Assess user capacity and suggest trainings on areas in need of improvement.

Business Support

12. Provide support for knowledge management, decision-making, and programming effectiveness by ensuring efficient operations and use of information sharing, communication and collaboration
13. Responsible for deploying maintenance, security, data protection and troubleshooting of technology and systems.
14. Responsible for managing or contributing to ICT4D strategy sub-projects/acti vities, developing business processes,  technical  support  and critical
15. Ensure functionality ofTier 1, 2, 3 level support for all project related activities.

Other Support

1. Provide technical guidance and assistance to project teams and partners in the field on JCT interventions such as GIS application, mobile application tailored to specific projects and activities.

knowledge, Skills and Experience:

1. Bachelor’s degree or high school diploma in IT-related field (Computer Science, Computer Networking, Programming, Statistics, and Information Systems) highly preferred.Significant work experience  in a directly related field combined with appropriate training/certificates  will be considered in lieu of degree.
2. Work experience in a position with similar
3. Able to maintain confidential
4. Proactive, resourceful, solutions-oriented, and results-oriented.
5. Basic understanding of business analysis concepts and best practice.
6. Demonstrated experience building JCT capacity with professional staff.
7. Expert-user level knowledge of agency-supported JCT4D solutions.
8. Strong client-service focus; able to work with diverse groups of people in a team-oriented
9. Skilled in obtaining information necessary to accomplish
10. Able to prioritize work, multi-task and meet
11. Problem analysis and problem resolution at functional
12. Able to quickly research, learn, and implement new
13. Able to communicate technical ideas and concerns in a non-technical
14. Able to adapt and Willingness and ability to travel to different field locations on short notice.