Background

Pact is an international nonprofit that works in nearly 40 countries building solutions for human development that are evidence-based, data-driven and owned by the communities we serve. Founded in 1971, Pact works with partners to build resilience, improve accountability, and strengthen knowledge and skills for sustainable social impact.

Department

Programs – Pact strives for a world where all people are heard, capable, and vibrant. The Programs Team helps realize this objective by bridging program management, technical support, and business development, enabling Pact to achieve its global strategy. We ensure program excellence through continuous learning, monitoring and evaluation and provide organizational and industry-wide thought leadership by leveraging a complementary set of cross-functional, multi-disciplinary skills, expertise, and experiences. The Programs team: influences progressive change through the development and implementation of global and regional strategies and business plans; supports advancement of innovative solutions; pursues new business opportunities; and drives effective internal and external engagement to maximize Pact’s impact across the globe. Across all aspects of its role, the Programs Department adheres to and promotes a culture of inclusion, accountability, and respect.

Position Overview

The IT Specialist will be under the supervision of the Finance and Operations Director and will serve as the primary point of contact for IT support at all operational locations for the Pact Malawi-ACHIEVE project. The role focuses on desktop support, user assistance, and coordination with Pact DC IT teams for cloud-based systems, security, and platform management.

Key Responsibilities

• Ensure the smooth operation of the Internet connection and regularly check the flow provided by the ISP to enable staff to work in optimal conditions
• Monitor basic system performance and coordinate with Pact DC IT teams on system-related issues requiring escalationPreventive maintenance includes ensuring each computer and user has valid certs installed for AGI access.
• Create (and update as required) Disaster Recovery Plan for the office (template to be supplied by ITSC).
• Create (and update monthly) Workstation Inventory List, i.e., assist the office in the physical inventory of all equipment and software (PC’s, laptops, printers, etc.).
• Provide technical support for major and/or urgent problems with LAN or any of its components (server crash, virus attack, hard drive failure, etc.).
• Provide on-call assistance to individuals as needed.
• Supervise File Server backups (weekly full backup, daily incremental on file server, and monthly backups of file server and users data).
• Supervise that File Server Group Policies and NTFS permissions are applying correctly to project users and groups.
• Partner with DC IT to ensure enrollment in and active updates of all laptop images using MS Intune technology.
• Perform desktop and laptop computer support, including performing routine preventive maintenance (disk scan, deleting temp files, defragmentation, etc.); installing software patches and upgrades, troubleshooting hardware or software problems; and ensuring users are backing up their data files on the server.
• Provide basic training of Windows Office products.
• Participate actively, along with other Pact CO IT Mangers, in quarterly IT Community of Practice (COP) meetings scheduled and overseen by Pact DC IT .
• Review monthly activity, articulate and implement Action Plans relating to identified IT needs.
• Perform basic hardware troubleshooting, including identifying hardware failure for all hardware warranties; coordinating with hardware vendors/manufacturers for the prompt replacement of any defective components and working with the Project internet service to solve any problems accessing the internet and/or sending and receiving email.
• Maintain proactive communication with staff and Pact DC IT to ensure timely resolution of issues and clear updates on ticket status and system changes.

Qualifications and Requirements

• Bachelor’s Degree in Computer Science, Computer Programming, or other IT-related field.
• At five(5) years of relevant professional experience in IT network administration in a Windows NT environment, including internet access support.
• Ability to manage and provide technical oversight to junior programmers and consultants.
• A comprehensive ability to work in collaboration with high level managers and technical advisors.
• A demonstrated ability to work independently.
• English language proficiency.

• Ensure the smooth operation of the Internet connection and regularly check the flow provided by the ISP to enable staff to work in optimal conditions
• Monitor basic system performance and coordinate with Pact DC IT teams on system-related issues requiring escalationPreventive maintenance includes ensuring each computer and user has valid certs installed for AGI access.
• Create (and update as required) Disaster Recovery Plan for the office (template to be supplied by ITSC).
• Create (and update monthly) Workstation Inventory List, i.e., assist the office in the physical inventory of all equipment and software (PC’s, laptops, printers, etc.).
• Provide technical support for major and/or urgent problems with LAN or any of its components (server crash, virus attack, hard drive failure, etc.).
• Provide on-call assistance to individuals as needed.
• Supervise File Server backups (weekly full backup, daily incremental on file server, and monthly backups of file server and users data).
• Supervise that File Server Group Policies and NTFS permissions are applying correctly to project users and groups.
• Partner with DC IT to ensure enrollment in and active updates of all laptop images using MS Intune technology.
• Perform desktop and laptop computer support, including performing routine preventive maintenance (disk scan, deleting temp files, defragmentation, etc.); installing software patches and upgrades, troubleshooting hardware or software problems; and ensuring users are backing up their data files on the server.
• Provide basic training of Windows Office products.
• Participate actively, along with other Pact CO IT Mangers, in quarterly IT Community of Practice (COP) meetings scheduled and overseen by Pact DC IT .
• Review monthly activity, articulate and implement Action Plans relating to identified IT needs.
• Perform basic hardware troubleshooting, including identifying hardware failure for all hardware warranties; coordinating with hardware vendors/manufacturers for the prompt replacement of any defective components and working with the Project internet service to solve any problems accessing the internet and/or sending and receiving email.
• Maintain proactive communication with staff and Pact DC IT to ensure timely resolution of issues and clear updates on ticket status and system changes.

• IT network administration
• Desktop support
• User assistance
• Cloud-based systems management
• Security management
• Platform management
• Internet connection troubleshooting
• System performance monitoring
• Disaster Recovery Plan creation
• Workstation inventory management
• LAN troubleshooting
• On-call assistance
• File Server backup supervision
• File Server Group Policies and NTFS permissions management
• MS Intune technology
• Preventive maintenance
• Software patch and upgrade installation
• Hardware troubleshooting
• Basic Windows Office product training
• Hardware vendor coordination
• Proactive communication

• Bachelor’s Degree in Computer Science, Computer Programming, or other IT-related field.
• At five(5) years of relevant professional experience in IT network administration in a Windows NT environment, including internet access support.
• Ability to manage and provide technical oversight to junior programmers and consultants.
• A comprehensive ability to work in collaboration with high level managers and technical advisors.
• A demonstrated ability to work independently.
• English language proficiency.