It Officer - Jakarta

Management Sciences for Health (MSH) is seeking an IT Officer for the USAID BEBAS-TB 5-year activity which aims to reduce TB incidence and mortality by supporting the Indonesian government to address the critical gaps and challenges of the TB program. This Activity will build on the work of previous USAID activities and current projects to achieve its goal. BEBAS-TB’s support will focus on improving access and utilization to quality and patient centered comprehensive TB services.

Overall Responsibilities

The IT Officer provides software and hardware support to all computer users in the office and resolves network problems by performing problem diagnoses and guiding users through step-by step solutions. They manage server infrastructure and related network hardware and perform installation and configuration of server and client software. This position will clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; troubleshoot network/printer problems; provide network solutions to more complex end-user problems; conduct hardware and software inventory database maintenance and reporting; and perform related work as required. The IT Officer ensures robust security of the office local area wired and wireless network and manages the office telephone equipment.

Specific Responsibilities

• Configure new and existing hardware for optimal use on networks, remote access systems, and the Internet; and maintain up to date files and documentation necessary for standard installations of these configurations.
• Liaise with MSH US IS staff about technical matters related to information systems.
• Maintain a registry of all MSH IT goods, document serial numbers, which employee goods are allocated to and the state of working condition.
• Track and manage licenses for servers and server-based software applications (adobe, Anti-virus, Microsoft O/S and Office Productivity products).
• Other tasks that may be assigned by the Operations Manager or Finance & Administration Director.
• Maintain the “Helpdesk” system and procedure by answering and/or assigning all requests that come through and assuring the completion of all tasks.
• Assist with the installation and configuration of office networks, including voice and data, in the main office and regional offices; maintain configuration and operation of Indonesia office(s) IT infrastructure.
• Monitor the health of servers and other network devices (printers, routers, video conference systems) and network based services (messaging, Citrix, printing, ISP access, etc.). Troubleshoot and resolve network related problems that are low to moderately complex in nature.
• Coordinate with local vendors for parts and repairs (including equipment transfers) as needed.
• Learn and maintain configurations of all standard software and maintain the applications in the LAN environment.
• Learn and maintain the configuration of the network and assist in the maintenance of the connection to the internet, network routing, and all other internal and external network communications systems.
• Customize existing installation documentation to suit new equipment types or user configuration and keep all installation documentation current.
• Manage and maintain networks; including, but not limited to, adding new users and assigning user and supervisor rights; managing printers and their connections to the network; and working with contractors to maintain network hardware as required.
• Coordinate, plan and implement new IT systems into the MSH computer network environment.
• Regularly assess staff training needs in computer use and maintenance, and communicate the need for training activities to the Operations Manager.
• Work one-on-one with employees to resolve problems with systems issues (LAN, wide area network [WAN], software, hardware, etc.), and record problems and resolutions in the helpdesk system or any computer based system.
• Provide technical assistance to users in the development and design of project related internal and external presentations, documents, reports, etc., using approved software.
• Liaise with the offices’ Internet service providers to ensure proper functioning of the main and regional offices’ internet connections and web server.
• Perform, verify and test data backup and disaster recovery procedures to minimize loss of data.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems or related field. Certifications with ITIL foundation v3, A+ and CCNA are preferred.
• Minimum of 6 years’ experience in information technology operations and support experience.

Experience working on USAID-funded activities and thorough knowledge of applicable regulations and requirements, preferred.

Knowledge And Skills

• Experience with Google Apps
• Experience with SQL Server database administration a plus
• Extensive Windows, Mac and iOS or Android experience
• Knowledge of router and network device configuration
• Familiarity with computer networking, TCP/IP
• Knowledge of server and client device virtualization
• Knowledge of active directory and group policy
• Knowledge of administrative and clerical procedures
• Knowledge of customer service principles and practices
• Knowledge of computers and relevant software applications
• Familiarity with enterprise antivirus and antispam solutions
• Up to date knowledge of disaster recovery best practices
• Verbal and written language skills in English required.
• MSCE, N+ or A+, CCNA (industry standard professional qualifications)
• Exceptional interpersonal skills
• Exceptional motivation to learn on the job
• Logical and flexible approach to solving problems, especially when working under pressure
• Knowledge of server hardware and software installation
• Must possess a user-first mentality
• Knowledge of Windows Server administration

Competencies

• Analytical and organizational skills; demonstrated ability to work within a team, assess priorities, and manage a variety of activities with attention to detail.
• Professionalism and integrity
• Ability to plan, balance and cope with competing priorities
• Commitment to accuracy and attention to detail
• Ability to work well with users of different skill levels; training skills are preferred.
• Extensive knowledge of information technology domain
• Proactive user support
• Ability to establish priorities in a time-sensitive environment and meet deadlines
• Good ethical conduct
• Innovation in applying technical solutions
• Ability to quickly analyze and fix problems
• Enterprise network administration capabilities
• Ability to work under pressure with limited supervision and take initiative.
• Excellent cross-cultural communication and interpersonal skills demonstrated by ability to interact professionally with culturally and linguistically diverse staff, clients and consultants.
• Excellent communication and interpersonal skills
• Server hardware and software configuration skills

MSH is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender or gender identity, religion, creed, citizenship, national origin, age, veteran status, or disability unrelated to job requirements. MSH will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, MSH has developed and maintains an affirmative action program and plan.

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