ICT Officer

Qualifications and Experience

• Bachelor’s degree in information technology, Computer Science, or related field.
  
• Relevant IT certifications (e.g., CompTIA A+, Microsoft, Cisco) are a plus.
  
• 2–3 years of experience in ICT support or a similar role.
  
• Hands-on experience with troubleshooting hardware, software, and network issues.
  
• Proficiency in Windows, or Linux operating systems.
  
• Familiarity with IT ticketing systems and remote support tools.
  
• Knowledge of basic networking concepts (LAN, WAN, VPN).
  

Technical Support

• Respond to and resolve IT-related incidents and service requests in a timely manner to both Country office & field offices.
  
• Give onsite support at both Country office and field location as and when need arises.
  
• Provide first-line support for hardware, software, and networking issues.
  
• Troubleshoot and diagnose problems with computers, printers, phones, and other IT equipment.
  

System Maintenance.

• Ensure routine maintenance and updates of IT hardware and software.
  
• Monitor and maintain computer systems, networks, and servers.
  
• Assist in system upgrades, installations, and migrations as needed.
  

User Support and Training.

• Provide training and support to end-users on IT systems and software applications.
  
• Develop and maintain user guides, FAQs, and training materials
  

Documentation and Reporting.

• Maintain accurate records of IT issues, resolutions, and system configurations.
  
• Document recurring issues to identify trends and recommend improvements.
  
• Prepare and submit regular reports on IT support activities and system performance.
  

Asset and Inventory Management.

• Maintain an up-to-date inventory of IT equipment and software licenses.
  
• Assist in procurement, verification, tagging and deployment of IT and other assets.
  
• Assist in consolidating & maintaining an up-to date online assets register for the entire organisation
  

Network and Security Management.

• Assist in monitoring network performance and connectivity.
  
• Ensure systems and data security by applying appropriate policies and procedures.
  
• Support in managing daily backups, share Point, antivirus software, TEAMS, and patch management.
  
• Participate in the design, implementation, and maintenance of a disaster recovery plan for SNV Uganda.
  

Administration

• Ensure that all assets including ICT equipment are valued and insured in a timely manner
  
• Ensure that we have valid contracts for ICT and other related services like internet, Laptops, desktops.
  
• Guide in the verification of ICT related goods and services provided by use of the relevant stores books
  
• Ensure that all service providers are paid in a timely manner