Background

Project HOPE Namibia (PHN) is an indigenous regional African NGO founded in 2004 with technical expertise in infectious diseases, maternal and child health, and economic strengthening with a programmatic presence across the continent. PHN has over 20 years' experience implementing public health programming in Africa with demonstrated capacity to implement PEPFAR-funded projects in Namibia and Malawi.

Project HOPE Namibia – MA (PHN-MA), registered in Malawi in 2024, is currently implementing the Ana ndi Achinyamata Patsogolo (ANAPA) project in Malawi – a five-year, $60 million initiative funded by PEPFAR/USAID previously and now under the USG's Department of State (DoS). ANAPA now prioritizes the provision of life-saving HIV care and treatment services for vulnerable children.

Job Summary

The IT Systems Assistant will assist the IT Specialist in managing and maintaining the IT infrastructure, systems, and support services for PHN-MA and its field offices. This role involves providing timely and efficient IT support, managing local network systems, maintaining hardware and software installations, and ensuring effective IT operations across all locations.

Specific Duties and Responsibilities

• Assist in the implementation and maintenance of IT policies and procedures
• Support the IT Systems Specialist in managing all IT systems within the offices and field offices
• Provide timely IT support to all departments and field offices, ensuring high levels of service delivery
• Monitor and maintain LAN connectivity, ensuring uninterrupted service
• Assist in the management and maintenance of the office's server and network infrastructure
• Update and maintain user accounts on the network domain, ensuring appropriate access control
• Maintain a knowledge base of recurring issues and provide associated fixes while investigating root causes
• Conduct regular system monitoring, housekeeping tasks, and user administration to ensure optimal system performance
• Perform IT installations, configurations, and rollouts as required
• Train users on software and IT systems, ensuring both internal staff and external users are knowledgeable in the systems relevant to their roles
• Provide insights and recommendations for IT system improvements
• Create documentation for systems, processes, and user guides to facilitate knowledge sharing within the team
• Carry out IT asset management tasks, including tracking and inventory of IT equipment
• Ensure backups, antivirus, and security protocols are properly implemented across all systems
• Collaborate with the IT Systems Specialist on planned IT changes and offer suggestions for improvement through new technology and processes

Minimum Qualifications, Experience and Required Skills

• Bachelor's degree in computer science or related field
• At least 1 year of hands-on IT support experience in a structured environment
• Experience supporting users in a multi-site or field-based setup is an added advantage
• Microsoft Windows (installation, configuration, troubleshooting)
• Microsoft 365 (Outlook, Teams, OneDrive, basic SharePoint support)
• Active Directory and similar user/account management tools
• Endpoint management / MDM tools (e.g. ManageEngine Endpoint Central)
• Remote support tools for multi-site user support
• PC, laptop, and printer hardware troubleshooting and maintenance
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Connectivity and basic routing concepts
• Basic network security principles
• Basic understanding of cloud computing environments
• Basic server administration concepts

• Assist in the implementation and maintenance of IT policies and procedures
• Support the IT Systems Specialist in managing all IT systems within the offices and field offices
• Provide timely IT support to all departments and field offices, ensuring high levels of service delivery
• Monitor and maintain LAN connectivity, ensuring uninterrupted service
• Assist in the management and maintenance of the office's server and network infrastructure
• Update and maintain user accounts on the network domain, ensuring appropriate access control
• Maintain a knowledge base of recurring issues and provide associated fixes while investigating root causes
• Conduct regular system monitoring, housekeeping tasks, and user administration to ensure optimal system performance
• Perform IT installations, configurations, and rollouts as required
• Train users on software and IT systems, ensuring both internal staff and external users are knowledgeable in the systems relevant to their roles
• Provide insights and recommendations for IT system improvements
• Create documentation for systems, processes, and user guides to facilitate knowledge sharing within the team
• Carry out IT asset management tasks, including tracking and inventory of IT equipment
• Ensure backups, antivirus, and security protocols are properly implemented across all systems
• Collaborate with the IT Systems Specialist on planned IT changes and offer suggestions for improvement through new technology and processes

• Microsoft Windows (installation, configuration, troubleshooting)
• Microsoft 365 (Outlook, Teams, OneDrive, basic SharePoint support)
• Active Directory and similar user/account management tools
• Endpoint management / MDM tools (e.g. ManageEngine Endpoint Central)
• Remote support tools for multi-site user support
• PC, laptop, and printer hardware troubleshooting and maintenance
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Connectivity and basic routing concepts
• Basic network security principles
• Basic understanding of cloud computing environments
• Basic server administration concepts

• Bachelor's degree in computer science or related field
• At least 1 year of hands-on IT support experience in a structured environment
• Experience supporting users in a multi-site or field-based setup is an added advantage