IT Officer

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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Perform, verify and test data backup and disaster recovery procedures to minimize loss of data.
- Liaise with MSH US IS staff about technical matters related to information systems.
- Coordinate with local vendors for parts and repairs (including equipment transfers) as needed.
- Provide technical assistance to users in the development and design of project related internal and external presentations, documents, reports, etc., using approved software.
- Maintain the “Helpdesk” system and procedure by answering and/or assigning all requests that come through and assuring the completion of all tasks.
- Regularly assess staff training needs in computer use and maintenance, and communicate the need for training activities to the Operations Manager.
- Coordinate, plan and implement new IT systems into the MSH computer network environment.
- Liaise with the offices’ Internet service providers to ensure proper functioning of the main and regional offices’ internet connections and web server.
- Maintain a registry of all MSH IT goods, document serial numbers, which employee goods are allocated to and the state of working condition.
- Other tasks that may be assigned by the Operations Manager or Finance & Administration Director.

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
- Knowledge of Windows Server administration
- Knowledge of active directory and group policy
- Knowledge of server hardware and software installation
- Knowledge of router and network device configuration
- Knowledge of administrative and clerical procedures
- Knowledge of server and client device virtualization
- Knowledge of customer service principles and practices
- Logical and flexible approach to solving problems, especially