Position:                           IT Support Officer

Term of Employment:   Six months

Duty Station(s):              Addis Ababa

Required Number:         One

Salary & Benefits:           Competitive

Application Deadline:    August 31, 2022

BACKGROUND:

The Agricultural Transformation Institute (ATI) has been established by the Government of Ethiopia (GoE) to identify and address systemic bottlenecks to Ethiopia’s agricultural development. The Institute does this through problem-solving, implementation support, and capacity building of stakeholders involved in implementation of interventions that address the systemic bottlenecks. 

ATI has an exceptional team of highly competent and committed staff with proven track records of success in managing complex activities and achieving transformational results. Our culture is one where talented, dedicated and adaptable individuals are committed to doing their best and exhibit great results as an individual and as a member of a team. 

ATI provides a unique platform for people who want to achieve their highest potential and make a meaningful contribution in changing the country’s agricultural sector. We offer rewarding work in a young, fast-paced growing organization with passionate, committed, motivated colleagues and excellent career development and training.  We recognize our most valuable assets are our staff and are committed to providing our teams with the tools, training and mentorships necessary to achieve their career goals.

The programmatic focus of the Institute responds to a core set of needs identified by the Ministry of Agriculture and other sectors along commodity value chains. Across the programs, the ATI engages public, private, and non-governmental stakeholders to support strategic planning, manage and strengthen implementation capacity and test innovative models. Currently, ATI is tasked to coordinate the revised Agriculture and Rural Development policy agendas of the sector and such sectoral level delegation requires high level expertise in the policy areas and skillsets in coordination and networking with multiple stakeholders.

Our Culture

We have an exceptional team of highly competent employees with a proven track record of success in managing complex activities and achieving transformational results.  Our culture is one where talented, dedicated and adaptable individuals are committed to doing their best and exhibit great team work to achieve excellent results. 

At ATI, we provide an exceptional platform for people who want to achieve their highest potential and make a meaningful contribution in changing the country’s agricultural sector.  We offer rewarding work in a young, fast-paced growing organization with passionate, committed, motivated colleagues and excellent career development and training.  We recognize our most valuable assets are our staff and are committed to providing our employees with the tools, training and mentorships necessary to achieve their career goals.

 POSITION SUMMARY:

The role of the IT Support Officer is to assist end-users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the IT Support Officer is responsible to ensure that an effective solution is provided to the user.

In this role, the candidate will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. S/he will be responsible for the administration and internal support of the Agency’s PCs, Laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.

This position will report to the Senior Manager, Infrastructure and Systems.

ESSENTIAL DUTIES:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Provide helpdesk support and resolve problems to the end user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Utilize and maintain the helpdesk tracking software

• Document internal procedures

• Assist with onboarding of new users

• Ensure each workstation has a computer, monitor, keyboard, mouse, Docking station, LCD display, hard drive, and any additional specialized equipment

• Install, test and configure new workstations, peripheral equipment and software

• Maintain inventory of all equipment, software and software licenses

• Report issues to the Service Desk for escalation

• Manage PC/ Laptop, tablet, smartphone setup and deployment for new employees using standard hardware, images and software

• Manage Printers, scanners, digital senders, UPS

• Assign users and computers to proper groups in Active Directory

• Perform timely workstation hardware and software upgrades as required

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Pass on any feedback or suggestions by customers to the appropriate internal team

Job Requirements

• Minimum Bachelor’s degree in Software Engineering, Computer Science, Applied Mathematics, Statistics, Information Systems, Information Technology, Engineering, or a related field.

• 5 years (Bachelor’s degree) and 3 years (Master’s degree) with relevant experience as a help desk technician/officer or other IT and customer support role

• Training/certification in industry-standard products preferably from Microsoft or Cisco is preferred

• Strong computer literacy skills with an emphasis on software, hardware, networking, application knowledge, installations and use, Microsoft applications, Data Base applications, Internet, and internet protocols

• Tech savvy with working knowledge of office automation products, databases, and remote control

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and resolve a basic technical issue

• Ability to multitask - Sense of urgency; maintain a positive attitude

• Excellent telephone presence with organized follow-up skills

• Ability to be proactive and able to take direction and establish ownership of projects

• Excellent communication skills

• Customer-oriented and cool-tempered

• Proficiency in English and Amharic

How to Apply

We invite all candidates meeting the required qualifications to submit (i) a cover letter and (ii) a CV (maximum 5 pages) to https://apply.ata.gov.et

It is mandatory to mention the position title under the subject line of your cover letter.

Please DO NOT submit scans of certificates with your application.

Women are highly encouraged to apply.

NB. Only short-listed candidates will be contacted.