Information Technology Assistant (ICT Support) - Kisumu and Isiolo Region (1 each) at RTI International

Purpose:

The I.T Assistant (Kisumu and Isiolo region) is responsible for first level support and deployment management for all end users in their assigned region, across several counties. This person plays a key role in RTI strategic education initiatives and must thrive under tight deadlines. This person will become the focal point of contact responsible for communications to all end users within their assigned region.

The I.T Assistant ensures that all software and hardware deployments are managed according to RTI policies, USAID regulations, standard operating procedures and good business practices.

Specific Responsibilities:

• Asset management of all the ICT assets assigned in the region.
• Training: Provide training on hardware and software usage to end users in assigned region
• First tier support:
  • Provide Technical support to all the Ministry of Education, ICT Authority and teacher Service commission ICT officer in the region.
  • Provide timely 1st tier response to end users on software and hardware issues
  • Communicate known bugs or issues effectively with end users and provide a short term solution to the bugs.
  • Work collaboratively with end users to understand and gather bugs and enhancements on the software and hardware and communicate the same to the ICT for education specialist.
  • Troubleshoot and reproduce problems and provide support for workarounds

• User Acceptance Testing:
  • Perform user acceptance testing on the applications developed before deployments
• Deployment Support:
  • Support the ICT for Education Specialist and IT Assistant in the roll-out of new hardware and software to end users in the assigned region
  • Deliver software and hardware patches and upgrades to resolve issues
  • Provide timely communication of change and release notices to end users
• Office IT support work
  • First level of support for general IT support issues i.e. troubleshooting of  Printer connections/setup, computer support and internet with escalations to the IT specialist for unresolved issues
  • Monitoring of Internet Speeds and recording of any downtimes.  First level sign off for ISP vendor payment
  • Receiving and Verification of  IT equipment delivered to the respective office
  • Software Installations i.e.  for Modems, Printers and Scanners
  • Assist Office admin in filling Monthly IT  Checklist ( to be shared)
  • Laptops initial troubleshooting and delivery to Lenovo warranty centers (where possible) and confirmation of proper operation on Service/repair completion
• Classroom Observations        
  • Supporting of Curriculum Support Officers and other MoE officials  in classroom observations
• Any other duty assigned by the supervisor, DCOP or the COP.

Expectations on Time:

The I.T Assistant is expected to work during normal business hours; however, there may be frequent occasions where his/her assistance will be needed outside of work hours.  To the greatest extent possible this need will be communicated to him/her in advance and personal obligations will be respected and honored as much as possible.  That said flexibility and willingness to help meet critical project timelines and deliverables is important. 

Required Qualification and Experience:

• Diploma in Computer Science or related field
• Minimum of 8 years of technical ICT support experience if Diploma level and 5 years of technical ICT support experience.
• A record of successful large scale software and hardware installations to tablets or mobile phones.
• Experience in end to end applications testing.
• Experience training and supporting remote end users
• Excellent oral and written communication skills
• The ability to learn quickly and teach others effectively
• Experience of directly working with Ministry of Education or/and Teacher service commission officers.

Knowledge, Skills and Abilities:

• An understanding of and commitment to RTI’s mission and values.
• Flexible, able to adapt to changing environment with grace
• A person of integrity
• Self-motivated individual able to work independently with minimal supervision
• Action oriented team player, able to drive and motivate diverse stakeholders
• Well organized, articulate and detail oriented
• Ability to successfully work under tight project deadlines
• Discreet in judgment and management of confidential matters, materials and sensitive issues.