Company Description

Elizabeth Glaser Pediatric AIDS Foundation (EGPAF) is on a mission to create a world where no mother, child, or family is devastated by HIV and AIDS, and we are making an impact. We are a proven leader in the global fight to end HIV and AIDS, and an advocate for every child to live a full and healthy life into adulthood. For more than 30 years, EGPAF has been a leader in meeting urgent needs in pediatric HIV and AIDS in the world’s most affected regions. We carry out our values of passion, innovation, teamwork, leadership, integrity, excellence and equity every day, while maximizing our impact in the communities we serve. EGPAF currently supports national, district, and local governments, facilities, communities, and non-governmental partners. In 2020, EGPAF’s global footprint spans 15 countries. To date, EGPAF has supported over 15,000 sites to offer HIV counselling, prevention, diagnosis, and treatment services alongside high-quality family health care. Join us on our fight for an AIDS-free generation!

EGPAF has worked in Malawi since 2001. Today, EGPAF Malawi implements evidence-based HIV prevention, care and treatment interventions in 177 health facilities in nine districts through EGPAF’s U.S. President’s Emergency Plan for AIDS Relief/U.S. Centers for Disease Control and Prevention (PEPFAR/CDC) – funded Achieving HIV Epidemic Control through Scaling Up Quality Testing, Care and Treatment in Malawi.

Job Description

This role of the Temporary Associate IT Officer is a self-motivated individual who under the direct supervision and guidance of the Senior IT Officer will provide comprehensive technical support across various IT functions within EGPAF-Malawi programs. The Temporary Associate IT Officer responsibilities include offering hands-on support to end-users, resolving hardware and software issues both onsite and remotely, and integrating IT solutions into organizational projects. The role also encompasses assisting in IT infrastructure administration by monitoring and optimizing network infrastructure, diagnosing connectivity and server issues, and ensuring network security through proactive monitoring and updates. Additionally, s/he will assist in training end-users on IT best practices and contributes to managing IT equipment and systems, including procurement, deployment, maintenance, and enforcing IT policies and SOPs. This position is crucial for maintaining efficient IT operations and supporting organizational goals through effective IT management and support service.

The Essential Duties and Responsibilities will include but not limited to Careercounseling service

Assists in provision of Technical Support

• Provide first-line technical support to end-users.
• Provide hardware and software troubleshooting support by responding to staff needs and resolving issues onsite or remotely through the phone or remote support applications.
• Provide high-quality support in integrating IT solutions into organizational projects.
• Escalate IT-related issues to the supervisor and EGPAF HQ IT regarding global IT issues as needed.

Assist in the Administration and Maintenance of IT infrastructure

• Assist in monitoring and optimization of the organization’s network infrastructure (LAN/WAN and PABX system).
• Diagnose and troubleshoot issues to do with network connectivity and servers.
• Administer user domain accounts with appropriate roles and rights on the AD DS.
• Monitor network security appliances and endpoints to identify threats and mitigate them.
• Conduct routine checks and updates to ensure the security and integrity of computer systems (Backup and Visualization solutions).

Assist in provision of Training and Capacity Building

• Assist in the development and delivery of basic IT training to enhance IT literacy among end-users.
• Provide guidance to end-users on best practices for utilizing IT resources effectively.

Assist in the Procurement, Deployment, and lifecycle management of IT equipment and systems

• Support an up-to-date inventory of IT assets, tracking their usage, repairs and ensuring proper functioning.
• Support the procurement (providing technical guidance), deployment, and maintenance of IT equipment.
• Setup and configure network or standalone printers, tablets, desktops and laptop computers for end-users.
• Ensure IT Policies, SOP’s and best practices guides are enforced.
• Maintain an up-to-date inventory of approved application software and licenses tagged to users.
• Assist and support in preparing reports on IT operations.

Qualifications

• Bachelor’s degree in Management Information Systems, Computer Science, Information Technology, or an equivalent field.
• Current relevant technical certifications (prefer MCSA, CCNA, A+, ITIL) is an added advantage.
• Minimum of 3 years’ experience in IT user support and administration with experience in IT service delivery and technical support in a busy institution.

Additional Information

Bonus points:

• Broad understanding of network infrastructure, systems administration, and cybersecurity; Active Directory, Intune, Entra ID, Firewalls, DNS, VPN, WSUS, GPO etc.
• Relevant knowledge on deploying Windows and Linux servers, client configuration in Windows 10/11, Linux and MacOS, and Microsoft 365 Apps and Services.
• Proficiency in troubleshooting computer hardware and software issues.
• Attention to detail with the ability to critical thinking and high level of problem-solving skills.
• Ability to confidently interact with clients; listen to the issue and provide a solution professionally.
• Strong interpersonal and communication skills (verbal and written).
• Ability to work collaboratively in a team environment.
• Strong enthusiasm for IT and a desire to learn and grow in the field.

• Provide first-line technical support to end-users.
• Provide hardware and software troubleshooting support by responding to staff needs and resolving issues onsite or remotely through the phone or remote support applications.
• Provide high-quality support in integrating IT solutions into organizational projects.
• Escalate IT-related issues to the supervisor and EGPAF HQ IT regarding global IT issues as needed.
• Assist in monitoring and optimization of the organization’s network infrastructure (LAN/WAN and PABX system).
• Diagnose and troubleshoot issues to do with network connectivity and servers.
• Administer user domain accounts with appropriate roles and rights on the AD DS.
• Monitor network security appliances and endpoints to identify threats and mitigate them.
• Conduct routine checks and updates to ensure the security and integrity of computer systems (Backup and Visualization solutions).
• Assist in the development and delivery of basic IT training to enhance IT literacy among end-users.
• Provide guidance to end-users on best practices for utilizing IT resources effectively.
• Support an up-to-date inventory of IT assets, tracking their usage, repairs and ensuring proper functioning.
• Support the procurement (providing technical guidance), deployment, and maintenance of IT equipment.
• Setup and configure network or standalone printers, tablets, desktops and laptop computers for end-users.
• Ensure IT Policies, SOP’s and best practices guides are enforced.
• Maintain an up-to-date inventory of approved application software and licenses tagged to users.
• Assist and support in preparing reports on IT operations.

• Proficiency in troubleshooting computer hardware and software issues.
• Attention to detail with the ability to critical thinking and high level of problem-solving skills.
• Ability to confidently interact with clients; listen to the issue and provide a solution professionally.
• Strong interpersonal and communication skills (verbal and written).
• Ability to work collaboratively in a team environment.
• Strong enthusiasm for IT and a desire to learn and grow in the field.
• Broad understanding of network infrastructure, systems administration, and cybersecurity; Active Directory, Intune, Entra ID, Firewalls, DNS, VPN, WSUS, GPO etc.
• Relevant knowledge on deploying Windows and Linux servers, client configuration in Windows 10/11, Linux and MacOS, and Microsoft 365 Apps and Services.

• Bachelor’s degree in Management Information Systems, Computer Science, Information Technology, or an equivalent field.
• Current relevant technical certifications (prefer MCSA, CCNA, A+, ITIL) is an added advantage.
• Minimum of 3 years’ experience in IT user support and administration with experience in IT service delivery and technical support in a busy institution.