Overview

The IT Assistant provides day-to-day technical support to staff at the Jhpiego Liberia Office, ensuring reliable, secure, and efficient operation of IT systems. This role includes diagnosis and repair of computers and printers, first-line helpdesk support, user training, basic network support, asset management, and coordination with vendors to maintain business continuity.

Responsibilities

End-User Support & Helpdesk

• Provide first- and second-line support for laptops, desktops, printers, scanners, mobile devices, and peripherals.
• Troubleshoot and resolve issues with Windows 11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and commonly used applications.
• Manage support requests via ticketing logs, ensuring timely resolution and clear documentation.
• Set up new users (accounts, profiles, email, device configuration) and assist with onboarding/offboarding.
  
  

Hardware Repair & Maintenance

• Diagnose and repair computers (hardware components, RAM/SSD replacement, OS imaging/reinstall, BIOS configuration).
• Diagnose and repair printers (paper feed, rollers/fusers, network printing, driver issues; coordinate parts replacement).
• Perform routine preventative maintenance and cleaning for IT equipment; maintain spare parts inventory.
• Escalate complex repairs to certified service centers and manage warranty claims.
  
  

Network & Connectivity Support

• Monitor and support local network health: switches, access points, cabling, patch panels, IP addressing, and Wi‑Fi.
• Assist with internet/ISP issues, router/firewall configurations under guidance from Regional/Global IT.
• Support VPN access and remote connectivity for staff and field teams.
  
  

Systems, Security & Backups

• Enforce endpoint security: antivirus/EDR, encryption, OS updates/patching, and secure configurations per Jhpiego/JHU standards.
• Support regular backups and recovery testing for user data and shared resources.
• Report security incidents promptly and assist with remediation.
  
  

Asset Management & Compliance

• Maintain accurate IT asset inventory (serials, status, custodian assignment, warranty, lifecycle).
• Tag and track equipment, manage check-in/out for field deployments.
• Ensure compliance with Jhpiego/JHU policies, donor requirements, and local regulations (e-waste disposal, licensing).
  
  

Procurement & Vendor Coordination

• Prepare technical specifications for IT procurement (devices, printers, accessories, consumables).
• Liaise with vendors/service providers; track SLAs and delivery timelines; verify work completion.
• Maintain stock of essential IT supplies (toner/cartridges, cables, adapters, spares).
  
  

Training & Documentation

• Develop simple user guides and provide basic digital literacy training (email best practices, Teams, OneDrive, file management, safe computing).
• Keep updated documentation: network map, equipment list, configuration notes, troubleshooting guides.
• Support small office projects (meeting room setup, projector/VC equipment, power management/UPS).
  
  

Field Support

• Provide on-site or remote support to field offices or activity locations; prepare travel kits and pre-configured equipment.
• Ensure equipment is functional for trainings, workshops, and program activities.
  
  

Required Qualifications

• Diploma or bachelor’s degree in information technology, Computer Science, Electronics, or related field.
• Certifications (Preferred)
• CompTIA A+ (hardware/service), CompTIA Network+, Microsoft (MTA/MD-100/MD-101), ITIL Foundation (nice-to-have).
• 2–3+ years hands-on IT support experience in an NGO, public sector, or corporate environment.
• Proven experience with computer and printer repair (diagnostics, parts replacement, maintenance).
• Experience supporting Windows 11, Microsoft 365, and basic network troubleshooting.
• Hardware diagnostics, imaging tools, and OS deployment; device drivers and firmware updates.
• Network fundamentals: TCP/IP, DHCP/DNS, VLAN basics, Wi‑Fi setup; small office router/switch configuration under guidance.
• Printer setup/maintenance: drivers, network printing, consumables, error resolution.
• Security hygiene: antivirus/EDR, patching, encryption, backup tools.
• Familiarity with helpdesk/ticketing systems and asset management.
• Strong customer service orientation; clear communication in English.
• Organized, proactive, and able to prioritize multiple requests.
• Integrity, confidentiality, and alignment with Jhpiego’s safeguarding and compliance standards.
• Ability to lift/move IT equipment (up to ~20 kg) and perform repairs safely.
• Willingness to travel domestically to field sites when required.
  
  

Jhpiego is an equal opportunity/Affirmative Action employer and does not discriminate in its selection and employment practices. Female candidates are strongly encouraged to apply. Failure to follow the instructions of applying, your application would be denied.

For further information about Jhpiego, visit our website at www.jhpiego.org

RECRUITMENT SCAMS & FRAUD WARNING

Jhpiego has become aware of scams involving false job offers. Please be advised:

• Recruiters will never ask for a fee during any stage of the recruitment process.
• All active jobs are advertised directly on our careers page.
• Official Jhpiego emails will always arrive from a @Jhpiego.org email address.
  
  

Please report any suspicious communications to Info@jhpiego.org