Job Title: Information Technology Assistant
Department/Group: Operations
Reporting To: IT Officer
Salary Grade: 1
Location: Kampala
Travel Required: Yes – 40%

Description
The Information Technology Assistant, reports to the Information Technology officer. The IT Assistant will be primarily responsible for facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in RTV Field offices. The IT Assistant will offer 1st and selected 2nd level support to the Country Program IT team and work closely with the IT Officer and all program sectors to ensure proper ICT functioning and support.

Role and Responsibilities
IT Support – Provide Level 1 and Level 2 Support
• Work with end-users or IT Officer (or Service Desk) on resolving Level 1 issues.
• Resolve or escalate Level 2 and Level 3 issues on request to appropriate internal or external resource (IT Officer, IT Manager, management) as necessary.
• Ensure that antivirus programs on each machine are updated regularly.
• Work with Helpdesk to create email addresses, update mailing lists, and keep proper tracking of email addresses.
Installation, configuration and maintenance
• Perform preventative maintenance on all RTV computers and network resources.
• Ensure that server backup is done on regular basis and that staff are reminded to do back up before their computers are sent out for repairs. Ensure data security backups and protection of the LAN against data corruption.
Maintenance, Repair and Security
• Perform preventative maintenance on all RTV computers and network resources.
• Ensure that server backup is done on regular basis and that staff are reminded to do back up before their computers are sent out for repairs. Ensure data security backups and protection of the LAN against data corruption.
• Work with the IT Officer to update and maintain network documentation to include but not limited to IP address, Network and Server system access, email creation systems, upgrades and changes to original network, etc.
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
• Closely collaborate with the IT Officer on helpdesk, connectivity.
• Ensure proper record keeping of breakdowns, problems and maintenance carried out.
Training, Evaluation and Testing
• Provide regular user and support staff training, including training on basic care and maintenance of computers and equipment for users which include training RTV staff and guests on the safe handling and general operation of computers and accessories and ensure that all RTV staff are in compliance with IT policies and procedures.
• Training of organizational applications and roll-outs.
• Research and suggest new technology as required by RTV IT Office.
• Prepare and submit regular weekly, monthly and trip reports that provide sufficient detail for HQ to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.
IT Asset Management
• Keep an up-to-date ICT asset register by performing monthly asset verifications for all IT assets in RTV office including Software & licenses.
• Create and maintain RTV computer software/hardware inventory ensuring accuracy.
Policies & Protocols
• Implement available plans for repair of dysfunctional laptops, desktop computers, photocopiers, printers, etc.
• Implement appropriate protocols for regular maintenance of all RTV computer related equipment.
• Any other IT related tasks assigned by the IT Officer to accomplish the overall organizational goals.

Note: Other requirements as might be required by their direct supervisor and/or management

Software/Technology/Skills
• Knowledge in all computer applications
• Hands on experience of Instillation of IT hardware and software
• Strong communication skills
• Organization skills
• Experience or education in the following technologies
• Microsoft Windows, Office, Google Suite, Dropbox, Team viewer, Word press, Security (online, software and hardware), Hexnode MDM.
• The IT officer should be able to travel at least 60% as required.

Qualifications and Education Requirements
• Bachelors in information Technology, computer science
• Proven working experience as an IT Assistant for 2-3 years
• Excellent knowledge technical management, information analysis and of computer hardware /software systems.
• Hands on experience with computer networks, network administration and installation
• Experience in using MDM softwares
• Experience in using help desks
• Proven experience in repair of tablets, phones and computers