Title:                                                               IT Support Analyst I
Div/Dept:                                                      Information Technology
Location:                                                       Nawala, Colombo, Sri Lanka
Reporting Relationship:                             Manager, IT GSS

ABOUT US:

Worldwide, 570 million children live in extreme poverty, vulnerable to many factors that threaten their well-being. Children need protection, support and care at each stage of childhood to stay safe, healthy, learning and on track to achieve their potential. ChildFund works with local partner organizations, governments, corporations and individuals to help create the safe environments children need to thrive.

ChildFund International is committed to a workplace culture that promotes diversity, equity, and inclusion in all its forms.  Furthermore, ChildFund International is committed to ensuring a workplace that safeguards and protects all children, including preventing their sexual exploitation and abuse, as well as preventing the sexual exploitation and abuse of its staff, partners, and program participants.

SUMMARY:

Responsible for all areas of computer system administration and management of Windows desktop environments for ChildFund’s desktop infrastructure, including responsibility for installation, configuration, maintenance, performance tuning, technical support, security updates, and resolving customer related software and hardware problems in accordance with established policies and procedures. The incumbent is also responsible for diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets; escalating problems to management as appropriate; overseeing Help Desk activities; and configuring devices and software applications following established procedures.  Provides account management support, client connectivity support and client application support for supported devices; and remains current with changing Information Technologies.

DUTIES/RESPONSIBILITIES:

• Provides desktop support to end-users, responding in timely manner to user request for assistance, installation.
• Coordinates hardware / software installations and upgrades to ensure work is properly performed with as little disruption to staff as possible.
• Participates in new software testing and deployment as needed.
• Maintains PC inventory and replacement schedules.
• Maintains patches and antivirus for end users’ systems.
• Ensures resolution with equipment and software technical issues.
• Participates in educational opportunities to maintain relevance in the field of Information Technology.
• Participates in projects and performs other duties as assigned.

QUALIFICATIONS/EXPERIENCE/REQUIRMENTS

• 1-3 years working experience in desktop support.
• Conversant with working in a Microsoft Windows environment; Windows XP7810, Microsoft Office, Crystal reports, Oracle, WSUS, Acronis.
• Self-starter with desire and ability to learn new skills.
• Good communications skills, technical aptitude, detail oriented.
• Customer service focus.
• Ability to work unsupervised and a high degree of dependability required.
• Ability to work well with colleagues as a team member.
• Experience with Apple devices a plus

Required/Desired Foreign Language

• English language required with ability to read, write, and understand. 
• The Knowledge of French, Spanish or Portuguese will be an added advantage to this position.

EDUCATION/Certifications

• Associate degree in computer science, Information Systems or closely related discipline. Equivalent relevant work experience will be considered in lieu of degree.
• Microsoft and Cisco preferred.
• CompTIA A+ preferred

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

ChildFund International is committed to safeguarding the interests, rights, and well-being of children with whom it is in contact and to conducting its programs and operations in a manner that is safe for children.