Position Title: Coordinator I, IT

Department/Program: IT Department

Level: TBD 

Reports to: IT Manager

Based in: Addis Ababa

Required number: One

Vacancy type: External

Duration of contract: Indefinite based on performance and availability of funds. 

Remuneration: As per organization pay scale plus other PSI/Ethiopia staff benefits. 

Vacancy posted on: July 30, 2024

Application Deadline: August 12, 2024

Who we are?

We’re Population Services International (PSI), the world’s leading non‐profit social marketing organization. We work to make it easier for people in the developing world to lead healthier lives and plan the families they desire by marketing affordable products and services that range from mosquito nets to contraceptives to HIV testing. We are a $560m enterprise based in Washington, DC, operating in the private and public sectors in more than 65 countries.

Join us!

There are over 9,000 “PSI’ers” around the world. It’s a diverse group of entrepreneurs and professionals with an unusually wide range of backgrounds - from the medical industry to the music business - all with unique skills we bring to the job. 

PSI/Ethiopia wants to reimagine healthcare, put the consumer at the center, and whenever possible, bring quality care to the front door.  We achieve health impact in Ethiopia by working with both government and private partners and harvesting technology innovation to bring quality care closer to communities, schools, and homes.   We empower consumers by including them in the design of healthcare solutions, offering them more healthcare choices, and helping them to have a voice in influencing national priorities.  We work with all market actors in the health system to understand their needs, designing and delivering solutions so that market systems can sustainably serve consumers for the long term, helping to support the Government of Ethiopia in achieving Universal Health Coverage. 

Job Summary

We are seeking a humble, reliable professional with a growth mindset, capable of multitasking, positive attitude to providing both in-person and remote IT support, with problem identification and troubleshooting skill, and excellent follow-up, documentation, reporting capability.

The successful candidate will provide essential support for Office365 applications, manage user IT-related accounts, and collaborate with HR for staff updates. This role involves offering remote IT support, logging IT requests, ensuring timely resolution of incidents, and escalating unresolved issues. Additionally, the IT coordinator will install and configure software and hardware, support system and network personnel, implement network security settings, and maintain security software.

The candidate should possess a basic knowledge of Office 365 application development, including PowerApps and SharePoint. Having Microsoft certifications will enhance their chances of being selected.

Essential Functions

• Provide basic support for Office365 applications including Teams, SharePoint, and Outlook.

• Manage user IT-related accounts (AD, email, Asana) for transferred employees, terminated staff, and new hires.

• Collaborate with HR to update staff positions, including changes to line managers, departments, and telephone numbers.

• Offer remote IT support to field offices using Teams for Business or other remote tools.

• Log all IT-related requests or incidents in the service desk system and ensure incidents are resolved within set lead times.

• Escalate incidents that exceed the lead time and route high-level incidents to the appropriate IT team.

• Share user satisfaction surveys and report IT indicators to the KPI system.

• Install and configure software and hardware, including printers and network cards.

• Provide support and training to personnel responsible for systems and networks, offering advice on suitable IT choices.

• Implement and configure network security settings, perform penetration testing, and ensure security updates (e.g., antivirus, Windows updates) are applied.

• Enable, disable, and activate accounts in Active Directory.

• Develop and implement measures to detect cyber threats.

• Install and maintain security software such as firewalls and backups.

• Assist with IT project initiatives, including managing Asana tasks and coordinating with external IT service providers.

• Manage secure printing for office printers and train staff on its use.

• Oversee the UNIFI Wi-Fi infrastructure across regional offices, create Wi-Fi keys for guests, and support their setup.

• Contact ISPs for internet-related issues and report on ISP performance bi-weekly.

Requirements:

• Strong knowledge of Office365 applications.

• Experience with Active Directory account management.

• Familiarity with remote IT support tools and practices.

• Proficiency in installing and configuring software and hardware.

• Understanding of network security and cybersecurity measures.

• Excellent communication and coordination skills.

• Ability to manage and prioritize multiple tasks effectively.

Your KPIs

• On time response.

• Quality of service.

Job Requirement:

• At least four (4) years with a master’s or six (6) years of experience with a first degree in computer science, Information Technology or relevant disciplines.

• Proven experience in IT support and system administration roles.

• Basic knowledge of office365 Cloud applications and its development, networking, operating systems, and software applications.

• Excellent problem-solving and communication skills.

• Ability to work independently and as part of a team.

• Certifications such as CompTIA A+, Network+, or Microsoft etc. are often preferred.

How To Apply

Are you intrigued? Apply!

By following our 3 steps application process:

1. Fill out the mandatory application form using the following link: Online Application Form. It will only take 5 to 10 minutes.

2. Send your CV and application letter to recruitment@psiet.org clearly mark “Application for Coordinator I, IT position” in the subject line.

3. Check your email and make sure you receive an automatic response acknowledging receipt of your CV. If you don’t receive the automatic response, check again your subject line and if needed, re-submit your CV and application letter with the correct subject.

Application deadline is August 12, 2024. We’ll call or e-mail you back if there is a good fit on both sides.

PSI is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of race, religion, national origin, sexual orientation, or disability.