Website CARE Nepal
IT Associate
Responsibility level/Grade: Associate/ Grade 3
Department/Project/PN: Central Office
Workstation: Kathmandu
Incumbent’s Name: VACANT
Principal Evaluator: IT Officer
JOB SUMMARY
The IT Associate will provide IT support to all users at CARE Nepal. His/her major responsibilities will include but not limited to desktop/laptop computer support, anti-virus measures, network and communication support, data and email communications setup and support to users, computer hardware & software support, support on IT inventory management, replication of IT policies & procedures, operation of IT/audio visual equipment pool, and remote support.
The employee shall fully comply with CARE policies and procedures and should be accountable for it.
KEY TASKS AND RESPONSIBILITIES:
R1. Application Support
- Configure and troubleshoot PC, laptops, desktop applications and A/V conferencing tools as per official procedure, and install operating systems (e.g., MS-Office, Windows OS, Zoom, Teams etc.).
- Monitoring and removal of unauthorized and unlicensed software from CARE systems.
- Receive and respond to support requests according to procedures.
- Keep users aware of new viruses and other threats and ensure proper anti-virus measures on all desktop/laptop computers.
- Ensure optimum use of IT resources and report misuse.
- Provide after-hours support in emergency situations.
R2. Hardware Support
- Monitor and maintain the warranty of IT equipment/accessories and plan timely replacements on any defective parts.
- Coordinate and conduct regular preventive maintenance and servicing of computer equipment.
- Ensure physical security of computer equipment and accessories.
- Evaluate hardware that is currently in use and make recommendations for replacements/purchase.
- Configure & install new hardware, software, and IT accessories such as laptop/computer, printer, and projectors.
- Perform troubleshooting and repairing of existing hardware defects where possible to avoid IT disruptions or minimize the computer system down time.
- Provide timely feedback and other information on IT systems and accessories.
R3. Network Operations and Maintenance
- Maintenance of local LAN communication links.
- Installation, configuration, and repair of network equipment, e.g.: Hubs, Switches, routers, modems, network cards, etc.
- Troubleshoot telecommunication problems and set up Wi-Fi devices as required.
- Network cabling – documentation of each network caballing points, and maintenance associated with it. • Network user administration and maintenance with proper documentation.
- Coordinate with Internet service providers for maintaining/resolving Internet connectivity issues both at CO and field offices.
- Troubleshooting of user security & access related problems.
R4. Report Maintenance and Vendor Liaison
- Evaluate hardware and determine need for repair and send Hardware for external repair.
- Maintain recording of external repairing of IT equipment and liaison with vendors & service providers and follow up for external repair/maintenance.
- Preparation of PR for repairing works as per requirement.
- Return back out of order parts and keep appropriate records for bad spares and prepare list for write off. Provide support on recommending for the disposal.
- Maintain, monitor and track Vendor’s service warranty for the repaired and replaced IT equipment.
- Monitor service rate and part’s price is reasonable as per current market price
R5. Other duties
- Provide online user support remotely by using telephone, e-mail as well as remote support tools on IT issues.
- Install and setup require IT equipment at different meetings/conferences as per requirement.
- Ensure user are socialized on compliance to IT policies & procedures
- Proper documentation of all IT process as per policy
R6. Upholding CARE’s Core values and ensuring its principles
- Link and demonstrate CARE Nepal’s core values, programming principles, strategic objects, gender equity, equality & social inclusion in programming and behaviors
- Comply and exercise organizational values and culture
- Help to promote rights and good governance
- Responsible for gender responsive behavior in all actions and decisions
- Demonstrate positive behaviors following CARE code of conduct and uphold implementation of CARE Safeguarding policy at all level.
- Conduct awareness raising on CARE Safeguarding policy, feedback and accountability channels and code of conduct.
Working conditions: IT Associate will be based at Kathmandu Office but may be called upon to travel to other offices as and when required beside scheduled visit.
PERSON SPECIFICATION REQUIREMENTS:
Qualifications and Experience:
Bachelor’s degree in computer science or equivalent with Minimum 2 years or more experience in providing direct IT support to users in a medium to large Windows Server 2012/2016/2018 LAN environment. Practical Experience on standard software & hardware installation/maintenance and troubleshooting is a must. The IT Associate should have Strong Knowledge in different types of Operating System and Common IT Applications. MCP, CompTIA A+ /Network + Certification(s) will be considered added advantage.
Skills and Competencies:
- Proficiency on IT Customer Service.
- Good planning & organizing skill for IT support
- Working knowledge on network component installation and troubleshooting.
- Effective problem-solving skill for common IT applications, hardware, and internet-email troubleshooting
- Efficient time management skill and stress tolerance capability
- Good knowledge on systematic documentation on IT services and components
- Working knowledge on IT equipment pool management system, on vendor liaisons and monitoring repair of IT equipment, and maintenance and warranty claim activities.
- Phone call support
- Good verbal and written communications skills