Job Description

The Information Technology Officer provides frontline technical support and operational IT services for FHI 360 staff and project offices in Tanzania. Serving as the primary point of contact for end-user support, the position is responsible for workstation deployment, software installation, user account provisioning, asset and inventory management, and troubleshooting of laptops, mobile devices, printers, network connectivity, and productivity applications.

The IT Officer supports onboarding and offboarding processes for a rapidly growing workforce and ensures secure, reliable, and efficient technology operations. Working closely with the Systems Administrator and Manager, DTT, the position supports corporate IT infrastructure, implements IT policies and standards, and contributes to technology initiatives that enable digital health programs and organizational operations.

The role diagnoses and resolves hardware, software, operating systems, and network-related issues, escalates complex incidents as appropriate; and collaborates with technical teams. The role reports to the IT Manager DTT.

Responsibilities / Duties

• Provide first-line technical support for desktops, laptops, printers, mobile devices, videoconferencing equipment, and productivity software.
• Prepares devices for deployment and supports staff onboarding and offboarding activities
• Configure and deploy laptops, desktops, mobile devices, and peripherals.
• Diagnoses (identifying root causes), and resolve routine hardware, software, network, and connectivity issues and operating difficulties.
• Escalate complex issues to the Systems Administrator or Manager as appropriate.
• Manage support tickets and ensure timely resolution of incidents.
• Provision and deprovision of user accounts, devices, email access, and application permissions.
• Assist users with password resets, MFA enrollment, and account-related issues.
• Maintain inventory of IT assets and software licenses.
• Support asset tracking, equipment replacement, and disposal activities.
• Maintain accurate records within organizational asset management systems.
• Provide user support for Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
• Support meeting room technology and remote collaboration tools.
• Support office networking equipment and connectivity issues.
• Provide technical support during meetings, workshops, training, and field activities.
• Assist with IT setting up new office locations and project sites.
• Support implementation of endpoint security procedures.
• Assist with patching, antivirus monitoring, and device compliance requirements.
• Report security incidents and policy violations to supervisors.
• Supports incident documentation to support effective service delivery.
• Providing end-user training as appropriate.

Knowledge & Skills:

• Working knowledge of Windows desktop operating systems.
• Familiarity with Microsoft 365 administration and support.
• Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
• Experience troubleshooting hardware and software issues.
• Familiarity with helpdesk ticketing systems and asset management tools.
• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• Ability to manage multiple requests and competing priorities.
• Ability to explain technical concepts to non-technical users.

Qualifications

• Diploma in information technology, Computer Science, Information Systems, or related field.
• 2-4 years of IT support experience.
• Microsoft 365 Fundamentals (MS-900)
• Azure Fundamentals (AZ-900)
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Google IT Support Professional Certificate

TRAVEL

Less than 10%

TYPICAL PHYSICAL DEMANDS

Typical office environment. Constantly uses a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Must be able to remain in a stationary position 50% of the time.

TECHNOLOGY

Computer/Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment.

• Provide first-line technical support for desktops, laptops, printers, mobile devices, videoconferencing equipment, and productivity software.
• Prepares devices for deployment and supports staff onboarding and offboarding activities
• Configure and deploy laptops, desktops, mobile devices, and peripherals.
• Diagnoses (identifying root causes), and resolve routine hardware, software, network, and connectivity issues and operating difficulties.
• Escalate complex issues to the Systems Administrator or Manager as appropriate.
• Manage support tickets and ensure timely resolution of incidents.
• Provision and deprovision of user accounts, devices, email access, and application permissions.
• Assist users with password resets, MFA enrollment, and account-related issues.
• Maintain inventory of IT assets and software licenses.
• Support asset tracking, equipment replacement, and disposal activities.
• Maintain accurate records within organizational asset management systems.
• Provide user support for Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
• Support meeting room technology and remote collaboration tools.
• Support office networking equipment and connectivity issues.
• Provide technical support during meetings, workshops, training, and field activities.
• Assist with IT setting up new office locations and project sites.
• Support implementation of endpoint security procedures.
• Assist with patching, antivirus monitoring, and device compliance requirements.
• Report security incidents and policy violations to supervisors.
• Supports incident documentation to support effective service delivery.
• Providing end-user training as appropriate.

• Working knowledge of Windows desktop operating systems.
• Familiarity with Microsoft 365 administration and support.
• Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
• Experience troubleshooting hardware and software issues.
• Familiarity with helpdesk ticketing systems and asset management tools.
• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• Ability to manage multiple requests and competing priorities.
• Ability to explain technical concepts to non-technical users.

• Diploma in information technology, Computer Science, Information Systems, or related field.
• 2-4 years of IT support experience.
• Microsoft 365 Fundamentals (MS-900)
• Azure Fundamentals (AZ-900)
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Google IT Support Professional Certificate