Senior IT Officer

The Senior IT Officer will oversee the effective management of Jhpiego Liberia’s IT infrastructure, client systems, and user support while also providing oversight to IT Coordinators, Officers and Assistants when the need arises. This role ensures optimal performance of servers, networks, and IT systems, compliance with Jhpiego IT policies, and alignment with global IT strategies. The Senior IT Officer will play a critical role in system design, IT policy development, and user training. This position requires a service-oriented, organized, and technically skilled individual capable of resolving complex issues and managing IT staff across diverse locations.

Leadership and Administration:

• Supervise, mentor, and monitor IT staff, to ensure efficient IT operations.
• Provide regular updates and feedback to the Senior Finance & Administrative Manager on IT policies, strategies, and emerging issues.
• Communicate regularly with the Global IT team in Baltimore to ensure compliance with Jhpiego IT policies and best practices.
• Develop and maintain IT policies in consultation with the Global IT team, ensuring alignment with organizational and local requirements.
• Manage internal and external support arrangements to deliver effective IT services, including vendor relationships and escalations.
• Oversee and maintain inventory and asset records for all IT hardware and software.
• Prepare and communicate detailed system status reports to stakeholders, including the Global IT team.

Network Infrastructure and Systems Administration:

• Design, implement, and manage robust LAN, WAN, and WLAN systems across office and field locations.
• Oversee the setup, configuration, monitoring, and management of:
  • Server hardware, server applications, UPS, and other power backup systems.
  • Network equipment and services.
  • Internet connectivity, ensuring high-quality service and managing the relationship with the internet service provider.
• Perform advanced diagnostics and resolution of server and network-related issues, including escalations to vendors when necessary.
• Implement rigorous and regular backup systems for all office and field computers.
• Continuously review and recommend updates to server and network specifications, processes, and configurations to improve efficiency.
• Manage WAN/LAN devices, including printers and multifunction copiers.
• Maintain detailed documentation of system configurations and changes, ensuring accessibility for audits and troubleshooting.

User Support and Client Systems Management:

• Provide advanced technical support for hardware, software, and connectivity issues, resolving escalated tickets promptly.
• Oversee the Help Desk system, ensuring service levels and user satisfaction.
• Administer and manage end-user devices integrated within the Azure Active Directory domain.
• Ensure systems comply with Jhpiego’s IT Service Management processes and security protocols.
• Support end-user devices and cloud services, including Microsoft 365 tools and collaboration platforms.
• Provide remote and on-site support to field staff, ensuring uninterrupted operations.

Compliance and Policy Enforcement:

• Ensure all IT systems and operations align with Jhpiego's IT policies, donor regulations, and country laws.
• Participate in IT audits and implement recommendations to address gaps or inefficiencies.
• Manage compliance reporting, including user adherence to IT policies and guidelines.

Training and Capacity Building:

• Provide technical input into system design and policy recommendations.
• Conduct targeted training programs for staff, focusing on Microsoft 365 tools, cybersecurity, and collaboration technologies.
• Maintain and regularly update the IT User Guide for improved usability.
• Identify recurring desktop and application issues and provide pre-emptive training to reduce incidents.

IT Assets Management:

• Ensure the secure storage, proper handling, and maintenance of all IT assets, including servers, laptops, printers, routers, switches, and other hardware.
• Repair IT equipment including but not limited to copiers, printers, and computers
• Maintain a comprehensive and up-to-date inventory of IT equipment, documenting serial numbers, asset tags, and user allocations.
• Oversee the allocation and deallocation of IT assets, ensuring compliance with Jhpiego’s asset management policies.
• Develop and implement procedures to safeguard IT equipment against theft, misuse, and damage.
• Conduct periodic audits of IT assets to ensure accurate inventory records and report discrepancies promptly.
• Collaborate with operations and finance teams to manage asset lifecycle processes, including procurement, upgrades, and disposal.
• Train staff on the proper care and handling of IT equipment to minimize wear and tear.Other Responsibilities:

• Support IT-related program activities and initiatives in coordination with the Operations Manager and program leads.
• Perform additional duties as assigned by the supervisor or leadership team.

• Bachelor’s degree in computer science, Information Technology, or a related field; master’s degree preferred.
• Professional certifications:
  • Mandatory: CompTIA A+, CCNA R/S, ITIL Foundation.
  • Preferred: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP).

Experience and Skills:

• 7+ years of progressive IT experience, including network administration and system support.
• Proven experience with server hardware and operating systems from major vendors.
• Expertise in client/server-based applications, including VMware virtualization platforms.
• Advanced troubleshooting skills for complex IT systems, including switches, Routers and firewalls.
• Strong understanding of WAN/LAN devices and network security tools.
• Experience developing IT policies and leading IT strategy development.
• Ability to manage IT projects and coordinate with global IT teams.
• Demonstrated ability to supervise and mentor IT staff in diverse locations.
• Familiarity with tools like Riverbed Steelhead technology is an advantage.

Additional Requirements:

• Ability to lift and carry loads up to 50 lbs, including servers, printers, and other IT equipment for setup.
• Strong commitment to Jhpiego’s mission and ability to work effectively in a multicultural environment.
• Willingness to travel to field locations within Liberia.

NOTE: All staff members of Jhpiego, regardless of the level of their responsibilities, are expected to:

• Model Jhpiego’s mission and values.
• Participate in the business development processes.
• Contribute to knowledge sharing and transfer.
• Make responsible decisions that ensure time and cost efficiency and accountability.
• Engage in team activities, adopt a team spirit, take responsibility for assigned action items, and provide feedback as necessary.
• Prioritize tasks to meet program and organizational objectives.

The job description is intended as a guide. It should not be viewed as a strict specification as it may be varied from time to time considering strategic developments following discussions with the postholder.  The post holder will be expected to work to the agreed objectives, which should facilitate the achievement of critical responsibilities by the performance of the review process.

• Professional certifications:
  • Mandatory: CompTIA A+, CCNA R/S, ITIL Foundation.
  • Preferred: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP).

Jhpiego, a Johns Hopkins University Afilliate is an equal opportunity/affirmative action employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics. Female candidates are strongly encouraged to apply. Failure to follow the instructions of applying, your application would be denied. For more information on Jhpiego, visit our website: https://www.jhpiego.org/.