IT Officer – Hagadera Field Office

About the role

The IT officer provides technical support, systems administration and network infrastructure management for the Hagadera field office. The role reports administratively to the head of the Hagadera field office (through the county area coordinator, Garissa) and technically to the IT manager. It combines hands-on support with planning for systems, networks and health information systems, including the electronic medical record (EMR) used in IRC-supported health facilities. About 20% of working time supports the Kakuma field office.

Key responsibilities

• Provide Level 1 and 2 IT support, log and close incidents and requests in Service-Now, and give remote support to field staff and off-site clinics
• Manage servers and domains (Windows Server), end-user devices (Windows 11, Microsoft Office), email accounts and wired/wireless networks, including switches, routers, wireless access points and backbone links
• Manage on-premises and cloud backups and test restores regularly; advise on procurement of spare parts and equipment
• Troubleshoot the EMR system, act as point of contact for EMR issues, take part in planning and deploying EMR modules, and train EMR users
• Implement preventive maintenance, backup solutions, network security and data loss prevention, and review user access rights
• Document the network, investigate local internet connectivity options, take part in disaster recovery and business continuity planning, and submit monthly reports
• Collaborate with the service desk, regional and HQ IT teams, and share technical expertise with Kakuma

Required profile

• Bachelor's degree in information technology, computer science or a related field
• At least 5 years of progressively responsible work experience in IT
• Fluent English; Kiswahili desirable
• Preferred: knowledge of EMR or health information systems, backup and patch management tools, and basic network security; certifications such as CCNA, MCSA or ITIL are an advantage

Required skills

• LAN and wireless access point administration and the Cisco environment (Meraki and Cyberoam are an added advantage)
• Windows Server administration and virtualization on Windows platforms
• Backup and recovery, patch and endpoint management
• ITIL v4 fundamentals and experience with an enterprise ticketing system such as Service-Now
• Project management skills (PMI)