CHF International

Information Technology (IT) Coordinator

Job Overview

Job Summary:

The Information Technology (IT) Coordinator is an integral member of the Cooperative Housing Foundation in KRI/Iraq and North East Syria (NES) Senior management team, under direct supervision of Operations Director and has the technical reporting line to HQ. The jobholder leads, develops, supervises and motivates a small team of IT professionals that directly supports CHF program operations in KRI/Iraq/NES.  S/he is responsible for the overall day-to-day technical support and management of the IT requirement including service desk, server and network environments, ensuring optimum uptime and systems performance for the program operations.  S/he is also responsible for delivering high quality customer service, satisfaction and timeliness of technology projects and support that deliver business value to Cooperative Housing Foundation. The IT Coordinator is responsible for working with business stakeholders to identify business requirements that can be supported by technology innovations, develops and maintains the digital strategy and work-plan for the program.  S/she ensures appropriate IT operation frameworks are in place to support the business.  Adhere to Cooperative Housing Foundation IT policies, procedures and guides. Field trips may be required from time to time into NES if applicable and provided travel permits are secured.

Technical Responsibilities

  • Implement and administer technologies and processes that ensures the reliability, efficiency, and availability of the production environment;
    • Maximize system utilization. Ensure sufficient capacity;
    • Ensure documentation is kept up to date and accurate;
    • Enforce information security standards;
    • Conduct performance reviews on platforms and implement tuning changes;
    • Administer and oversee the operating systems, database, network software and interfaces;
    • Initiate and maintain systems, network and storage management;
    • Analyze network and recommend upgrades/changes;
    • Conduct a root cause analysis of the system issues in order to look for permanent solution to ensure that the problem does not arise again;
    • Assess organization’s current and future network needs;
    • Run diagnostic test to ensure systems are operating efficiently;
    • Perform troubleshooting, repairs, and data restoration;
    • managing computers on cloud platform;
    • monitor security compliance of endpoints;
    • monitor and take action on security alerts provided by the third party MSSP;
    • act as a SharePoint champion to assist managing program sites and workflows;
  • Ensure consistent quality of services is provided by local IT team to customers;
    • Adhere to Cooperative Housing Foundation Field IT Operations Guide;
    • Receive and respond to support requests. Document incidents, interaction, and solution within Service Desk. Communicate status of problems to customers;
    • Monitor and manage group and individual queues and distribute Service Desk tickets and provide technical support to all program staff;
    • Troubleshoot any issue that arises in the computer systems;
    • Provide technical support to the users at all times;
  • Install and maintain client hardware, software, and peripherals. Maintain hardware and software inventory;
  • Review and recommend appropriate maintenance strategies to ensure uninterrupted systems usage.
  • Prepare Service Desk workload and system performance reports for Supervisor;
  • Ensure that department records are up to date and filed appropriately;
  • Get and use customer feedback to identify opportunities for quality of service and process improvements;
  • Generate suggestions to improve IT work structure and work processes;
  • Maintain department organization charts and share revisions with Supervisor;
  • Collaborate and coordinate with Headquarters IT Services to ensure efficient operation of computing environment;
  • Escalation of technology issues to Headquarters IT Services as necessary;
  • Manage and monitor technology vendors and consultants to ensure contracted quality of services is delivered on-time and within budget;
  • Provide support/guidance on the maintenance, repair, and procurement of hardware and software devices;
  • Ensure staff provided with basic digital skills training on the use of any new technology adopted;
  • Oversee and whenever requires, conduct, the IT orientation program to new employees;
  • Plan and prototype new applications. Designing the architecture of the components of an application;
  • Develop technical documentation including requirements, application design, configuration, processes/workflow, integration/interface and training manual;
  • Provide general support for ICT4D related program and project activities, as required;
  • Provide start-up/close-out IT relevant support for new/current projects of Cooperative Housing Foundation in Iraq, Syria or other countries;

Management/Supervisor Responsibilities:

  • Provide overall supervision of the IT Staff in KRI/Iraq and NES;
  • Proactively Establish appropriate software development lifecycle framework for local IT operations;
  • Visit field offices on regular basis and work with field staff to identify IT operational needs and bottlenecks and ensure that issues are raised with KRI/Iraq/NES management and Operations Director;
  • Provide feedback through regular performance evaluations and ensure staff is held accountable in accordance with the CHF’s Human Resource policies;
  • Identify and support capacity-building opportunities to strengthen the capacity of IT staff;
  • Represent IT during the weekly NES Senior Management Team (SMT) meetings;
  • Attend bi-weekly meetings with Operations Director;
  • Coordinate with and oversee IT staff for determining workloads, schedules, accomplishing various tasks.
  • Work closely with Head of Departments to ensure effective forward planning and awareness of available IT resources.

General Responsibilities:

  • Adhere to the organization`s policies and procedures.
  • Perform other job-related tasks assigned by Supervisor.

Qualifications

  • Bachelor degree in ICT or related area; five years working experience in this sector in a combination of high school education and diploma in ICT/related official courses can be substituted for a degree.
  • Certification from a recognized ICT training institute is plus;
  • At least 4 years of hands-on working experience administrating Microsoft Active Directory domain infrastructure, networking, backup and server management and preferably working with INGO/s;

Proven experience in networking, active directory, computer hardware and software;

  • Good knowledge of servers, emerging technological devices (tablet and android applications);
  • Knowledge of intranet and collaboration platforms (i.e. SharePoint);
  • Knowledge of software development lifecycle (SDLC) methodologies;
  • Knowledge of Data Privacy and Information Security standards;
  • Well versed in supporting local area networks and multiple sites;
  • People Management including performance reviews, career development, team building, and resource management;
  • Proven critical thinker and problem-solver with great attention to detail; Pro-actively identify and trouble-shoot IT issues;
  • Strong communication and interpersonal skills;
  • Fluent in English and Arabic language skills;
  • Ability to work with various departments and foster teamwork; ability to work well in a cross-cultural environment;
  • Self-motivated, demonstrated capacity to work effectively in a fluid operating environment with minimal supervision;

The duties listed above are not inclusive of all duties on the projects.  Cooperative Housing Foundation reserves the right to change and update the position descriptions at any time.

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