IT Officer

JRS-IO Vacancy Announcement

IT Officer

Department: IT Unit

Location: Rome, Italy

Reports: Head of IT Unit

Duration: 1 year (renewable)

Organizational Context

The Jesuit Refugee Service (JRS) is a ministry of the Society of Jesus, incorporated as an international non-governmental organisation with a mission to accompany, serve, and advocate for the rights of refugees and forcibly displaced people. The organisation was founded in November 1980 and now has a presence in over 56 countries. JRS undertakes services at national and regional levels with the support and guidance of an international office (IO) in Rome. The style of JRS’s service is human and spiritual, working in situations of greatest need, seeking the long-term well-being of refugees and displaced people while not neglecting their immediate or urgent needs. The main services provided are in the field of education, reconciliation, livelihood activities and psychosocial support. Currently, almost 1 million individuals are direct beneficiaries of JRS projects.

Operational Context

The IT Officer, based in Rome, will support the International, Regional and Country offices with various technical activities, including providing assistance and support related to computer systems, hardware, and software development/management.

Main responsibilities of the position

Under the direct supervision of the Head of IT Unit, the IT Officer will be responsible for examine, track and document problems to ensure timely solutions, ensuring the quality of the service provided. More specifically s/he will:

General Responsibilities

• Manage all helpdesk activities at the International Office and at Global level (JRS Regional and Country offices)
• Classify and prioritize IT need at Global level, via the helpdesk channel, and liaise with the relevant department
• Provide support to JRS offices with the installation, configuration and use of Microsoft Office 365 tools (Outlook, OneDrive, SharePoint…)
• Support JRS offices managing IT infrastructure on premise and Azure Cloud, including hardware and software installation and upgrades
• Maintain accurate log and inventory of all helpdesk calls and case solutions for future support
• Ensure proper induction and continuous training of all colleagues at the International Office and at Global level
• Develop how-to guides, editing, and revising them with updated information when necessary
• Liaise with external technical support and network services when needed and requested

International Office IT Support

• Maintain a fluid and well-organized inventory and storage system for all IT hardware, software including installations and upgrades
• Implement system backups, archiving, and disaster recovery processes
• Ensure that employees are following computer use policies, information security and privacy policies
• Address technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues
• Support purchase processes of software, hardware and other IT supplies, also providing inputs and feedback on best and updates features and solutions
• Ensure that company assets are maintained responsibly

Qualification and Competencies

• University degree specialized for the role if applicable or related discipline and a minimum of (3) years of work experience in a similar role OR High School Diploma and at least five (5) years of professional experience
• Working knowledge of office automation products, databases and remote control, and a good understanding of computer systems, mobile devices and other tech products
• Working knowledge of WAN and LAN to address network connectivity issues
• Knowledge of Microsoft Azure, Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project
• Excellent English, both verbal and written
• Proficiency in Microsoft Office 365 and Microsoft Azure
• Strong interpersonal skills and the ability to work in a multi-cultural, international, professional environment
• Ability to follow complex and unique processes and adapt to change rapidly
• Analytical thought needed to resolve issues in a variety of complex situations
• Ability to diagnose and resolve basic technical issues
• Manage several issues and follow-ups simultaneously in fast-paced and deadline-driven environment

Desirable:

• Working knowledge of Italian, French, Spanish and/or other languages
• Microsoft Certifications
• Field experience and previous working experience with faith-based organisations is an asset
• Understanding of and commitment to humanitarian relief work and international humanitarian standards

Core values and ethics

• Commitment to JRS’s mission, vision and values; ability to convey with enthusiasm JRS’s role in accompanying and serving forcibly displaced people and to advocate for their right to protection and a life in dignity
• High integrity, honesty and confidentiality; ability to deal tactfully and discreetly with people, situations and information
• Acceptance of diversity and inclusion as a core value