IT Support Specialist III

• The IT Support Specialist III is an advanced position in which the candidate will be dedicated and mission-oriented regarding tasks, projects, and functions related to the position. In addition to reflecting our core values, the ideal candidate enjoys helping others reach their goals, exhibits initiative, and is excellent at critical thinking, solving problems, handling multiple priorities, and completing tasks before deadlines.
• IT Support Specialist is responsible for leading area office desktop infrastructure, cloud computing, audio/video technology, and general IT Infrastructure connectivity support for the Africa are office and national offices. This position will provide IT Operations and Infrastructure support for the Africa area office and national offices.
• For IT Operations, this position will provide end-user support for the desktop environment to include hardware and software support and requirements to meet business requirements while following HFHI’s process and procedures. The candidate will be responsible for support of office audio/video technology, printers, and other IT support required by the end-user community. The position will provide IT support to mitigate security risk across all IT Infrastructure for the area.
• For IT Infrastructure support this position will provide IT network support (wired and wireless) and work with the HFHI IT team on any cloud technology connectivity requirements.
• This position will be based at our office in Nairobi, Kenya and will require 5% travel.

Responsibilities

• Researches, supports, provides solutions, and documents advanced issues regarding Laptops (PC and Mac), Windows OS, MS O365, video/web conferencing tools, endpoint protection, print/file services, imaging systems, software distribution, mobile device management, other relevant technologies with little assistance from others. (30%)
• Follow HFHI processes, procedures, and governance for IT management to include HFHI Service Desk, Change Management, etc. (15%)
• IT Planning, evaluation, and procurement for office needs and requirements. (15%)
• Other related duties as assigned by supervisor and area office management. (15%)
• Provide support for IT Infrastructure Technology, Cloud Services technologies, and enterprise software required for Africa area office and national offices. (10%)
• Asset management duties to include, but not exclusive to, adhering to processes and provide governance of IT storerooms, document inventory reallocation, ensure accurate data entry of IT inventory assets in the inventory and asset management systems, managing incoming/outgoing shipments, facilitate verification requests for audits and manage surplus. (10%)
• Provide IT Infrastructure support for network systems and wireless technology. (5%)

Requirements

• Associate degree in Computer Science, Information Systems, Information Technology, or related field or equivalent work experience.
• 10+ years providing end-user IT support in a fast-paced, changing environment.
• 5+ years supporting desktop hardware and software to include both PC/Laptops and Apple Macs.
• 5+ years managing and supporting IT Audio/Video technology, peripherals, and printers.
• 5+ years supporting IT Cloud and O365 environments.
• 5+ years of demonstrated IT support working, collaborating, and establishing credibility and relationships with senior leadership (Executive Support).
• 5+ years of experience working in an enterprise environment with formal Change Management and Requirements Management processes and procedures.
• 3+ years providing enterprise network engineering support to include wired/wireless and voice communications.
• 2+ years of project management experience.
• Experience supporting IT Infrastructure in an MS Azure environment.
• Fluency in English.
• Strong interpersonal and communication skills, both oral and written.
• Self-motivated individual who can work independently.
• Subject matter expert with Microsoft Office 365
• Subject matter expert for IT Operations support to include IT Desktop Hardware, and Software, A/V Technology, and enterprise printers.
• Understanding and support of MS SharePoint and other collaboration technology.
• Strong understanding of Enterprise Network Engineering (Cisco and Fortinet hardware environments).
• Strong understanding of Requirements Management, Change Management, and Project Management.

Active support of HFHI values and commitments:

• Humility - We are part of something bigger than ourselves.
• Courage - We do what’s right, even when it is difficult or unpopular.
• Accountability - We take personal responsibility for Habitat’s mission.
• Safeguarding - HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.

Preferred

• ITIL V4 Certification or demonstrated experience/knowledge.
• CompTIA A+.
• CompTIA Network+.
• Microsoft 365 Certified.
• Microsoft 365 Certified: Enterprise Administrator Expert.
• Microsoft Azure Certification.
• PMP certification or demonstrated experience/knowledge.
• Experience following PMI’s methodologies