User Support Associate, based in Dar es Salaam, Tanzania

FHI 360 is a global health and development organization with a rigorous, science-evidence-based approach to bring change to the world’s most vulnerable people. Our professional staff includes experts in health, nutrition, education, economic development, civil society, environment and research. FHI 360 operates from 60 offices with 4,400 staff in the U.S. and around the world. Our commitment to partnerships at every level and our multidisciplinary approach enable us to have a lasting impact on the individuals, communities and countries we serve–improving lives for millions.

We now seek qualified candidates for the following position:

2. User Support Associate, based in Dar es Salaam, Tanzania

The incumbent will be responsible for providing support to end-users/internal users. Serves as first line of support for end users on issues related to desktop computers, laptops, printers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Position Responsibilities:

·         Handles basic support of hardware, applications and operating systems, technical consultation and networking.

·         Serves as a productive project team member by completing assigned tasks.

·         Performs software installations on company computers and configures applications as specified.

·         Interact with a broad range of end-users and use various technical resources to provide support.

·         Demonstrates ownership of customer issues and independently seeks solutions.

·         Works on assignments that are routine in nature.

·         Recognize situations that deviate from accepted practice and seeks managerial advice prior to taking action.

·         Works under direct supervision and follows specific instructions.

·         Does not change procedures without supervisor’s approval.

Position Requirements:

·         BS/BA Degree in related field and 1-3 years of experience of providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.

·         Working knowledge and understanding a variety of technologies to effectively support end- users.

·         Understanding of basic operation of functional units.

·         Basic understanding of Information Technology industry practices.

·         Solid knowledge and experience with incident management & operations services tools /systems.

·         Proficiency with MS Office Suite 2010, Windows 7, Exchange 2007/2010, Active Directory; Basic knowledge of Cisco routers/switches and other networking devices.

·         Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public. 

·         Ability to multi-task and self-motivate through assignments and routines.

·         Excellent oral and written communication skills.

·         Must speak and write fluent English

Application:

Interested candidates should send Application letters, Photocopies of Academic Certificates, detailed Curriculum Vitae (with three references including addresses, telephone numbers and e mail addresses) to:

Human Resources Department, 
FHI 360,

P.O.Box 78082 
Dar es Salaam, Tanzania

Email to:  tz-recruitment @ fhi360.org

Closing date of both applications is August 31, 2012. Phone calls will not be entertained.