IT Assistant

IT Assistant Overview

The IT Assistant provides day-to-day technical support to staff at the Jhpiego Liberia Office, ensuring reliable, secure, and efficient operation of IT systems. This role includes diagnosis and repair of computers and printers, first-line helpdesk support, user training, basic network support, asset management, and coordination with vendors to maintain business continuity.

End-User Support & Helpdesk

• Provide first- and second-line support for laptops, desktops, printers, scanners, mobile devices, and peripherals.
• Troubleshoot and resolve issues with Windows 11, Microsoft 365 (Outlook, Teams, One Drive, SharePoint), and commonly used applications.
• Manage support requests via ticketing logs, ensuring timely resolution and clear documentation.
• Set up new users (accounts, profiles, email, device configuration) and assist with onboarding/offboarding.

Hardware Repair & Maintenance

• Diagnose and repair computers (hardware components, RAM/SSD replacement, OS imaging/reinstall, BIOS configuration).
• Diagnose and repair printers (paper feed, rollers/fusers, network printing, driver issues; coordinate parts replacement).
• Perform routine preventative maintenance and cleaning for IT equipment; maintain spare parts inventory.
• Escalate complex repairs to certified service centers and manage warranty claims.

Network & Connectivity Support

• Monitor and support local network health: switches, access points, cabling, patch panels, IP addressing, and Wi‑Fi.
• Assist with internet/ISP issues, router/firewall configurations under guidance from Regional/Global IT.
• Support VPN access and remote connectivity for staff and field teams.

Systems, Security & Backups

• Enforce endpoint security: antivirus/EDR, encryption, OS updates/patching, and secure configurations per Jhpiego/JHU standards.
• Support regular backups and recovery testing for user data and shared resources.
• Report security incidents promptly and assist with remediation.

Asset Management & Compliance

• Maintain accurate IT asset inventory (serials, status, custodian assignment, warranty, lifecycle).
• Tag and track equipment, manage check-in/out for field deployments.
• Ensure compliance with Jhpiego/JHU policies, donor requirements, and local regulations (e‑waste disposal, licensing).

Procurement & Vendor Coordination

• Prepare technical specifications for IT procurement (devices, printers, accessories, consumables).
• Liaise with vendors/service providers; track SLAs and delivery timelines; verify work completion.
• Maintain stock of essential IT supplies (toner/cartridges, cables, adapters, spares).

Training & Documentation

• Develop simple user guides and provide basic digital literacy training (email best practices, Teams, One Drive, file management, safe computing).
• Keep updated documentation: network map, equipment list, configuration notes, troubleshooting guides.
• Support small office projects (meeting room setup, projector/VC equipment, power management/UPS).

Field Support

• Provide on-site or remote support to field offices or activity locations; prepare travel kits and pre-configured equipment.
• Ensure equipment is functional for trainings, workshops, and program activities.

• Diploma or bachelor’s degree in information technology, Computer Science, Electronics, or related field.
• Certifications (Preferred)
• CompTIA A+ (hardware/service), CompTIA Network+, Microsoft (MTA/MD‑100/MD‑101), ITIL Foundation (nice‑to‑have).
• 2–3+ years hands‑on IT support experience in an NGO, public sector, or corporate environment.
• Proven experience with computer and printer repair (diagnostics, parts replacement, maintenance).
• Experience supporting Windows 11, Microsoft 365, and basic network troubleshooting.
• Hardware diagnostics, imaging tools, and OS deployment; device drivers and firmware updates.
• Network fundamentals: TCP/IP, DHCP/DNS, VLAN basics, Wi‑Fi setup; small office router/switch configuration under guidance.
• Printer setup/maintenance: drivers, network printing, consumables, error resolution.
• Security hygiene: antivirus/EDR, patching, encryption, backup tools.
• Familiarity with helpdesk/ticketing systems and asset management.
• Strong customer service orientation;…