Primary responsibility is to provide 1st and 2nd level technical support and problem resolution, primarily via phone or remote desktop support tools, to the organization’s employees. This position is responsible for troubleshooting issues with all organization hardware, cloud, physical infrastructure, cyber security, and application systems within Uganda by promptly responding to user calls, service requests, and system alerts. Technical skills in IT, Communication skills, and a flexible approach to problem-solving are essential to this role and the varied daily challenges.
The Associate, Information Technology is expected to work independently to identify, evaluate, and recommend solutions to user issues, and engage vendors and warranty repair services when necessary. The Associate, Information Technology will lead on all Uganda technical projects, with direction from the regional IT team.
Direct reports: None
Reports to: Senior Associate, Operations

Duties and responsibilities
Technical support
• Be the local subject matter expert on Windows 11/Windows 10, Microsoft Office 2021 and Google Workspace.
• Responsible for providing operational support and maintaining organizational operational efficiency including occasional planned or emergency work outside regular business hours.
• Maintain and support the organization’s mobile devices (smartphones and tablets).
• Offer technical support to the procurement unit on all IT-related procurement needs e.g. laptops, CCTV cameras, printers, desktops, projectors, monitors, etc.

Inventory Management
• Assist in maintaining an accurate inventory of technology assets and related components for cost control and operational efficiency.
• Coordinate and maintain inventory of all ICT equipment hardware, software and ensure adequate supply and functionality in collaboration with relevant staff.

IT audit and compliance
• Ensure adherence of the IT policy.
• Responsible for maintaining NIST compliance.

Internet and Software Management
• Install and configure local area data communications networks which may carry data, voice, and video communications following organization standards.
• Troubleshoot any network-related issues and act as the main contact person between the organization and the Internet service providers.

Hardware management
• Troubleshooting and computer Maintenance to ensure optimal performance.
• Provide 1st and 2nd level technical support and problem resolution for hosted applications, computers, printers, copiers, and wired and wireless network issues.

System Administration
• Act as the main support/contact person for any box-related support among Uganda staff.
• Implement Disaster Recovery tools to ensure business continuity.
• Manage and log all IT related tickets in the helpdesk ticketing system.

IT Safety and security
• Setting up computer Security Measures on all computers in accordance with Evidence Action IT Policy.

Training
• Provide training to all staff in the country offices on systems in use by Evidence Action.
• Train all staff on systems in use by Evidence Action and IT policy and procedures.
• Provide end-user instruction to employees on IT Policies/Procedures, applications, and systems.

Key performance Indicators
• Ensure a sustained 99% internet uptime in all Evidence Action offices.
• Reduced staff unresolved IT issues.
• Sustain a 97.5% accuracy in office assets inventory including asset tagging and update of the fresh service system
• Reduced turnaround time in resolving IT related issues among the staff.
• Program and Procurement team is receiving the appropriate technical support on IT matters such as purchasing the right equipment.
• IT system is safe and free from any potential attacks.

Requirements
Qualifications
• Bachelor degree in Information and Communications Technology and related fields.
• Experience in IT service desk operations.
• 2 years’ work experience in a position with similar responsibilities.
• Experience in introduction, implementation and adoption of relevant technology and data management tools.
• Experience in Network configurations and installations.