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Information Technology Support Specialist

Abt Associates Inc
In 1965, Clark Abt expressed a single, noble goal—to create a world free of war and poverty. The visionary set to work establishing Abt Associates. Over the next half century, the company became known as a bold, innovative and effective agent of social change, committed to improving the quality of life and economic well-being of people worldwide.
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Job Information

Organisation: Abt Associates Inc.

Position: Information Technology Support Specialist

Supervisor: Sr. Finance and Administration Manager

Position No.: 1

Functional Job Title: Information Technology Support Specialist

Location: Kigali, Rwanda

Full time or Part-time: Full time Posting date: 13/05/2024.

Closing date: 27/05/2024

Job Details

Employer Description

Abt Global is a mission-driven, global leader in research and program implementation in the fields of health, social and environmental policy, and international development. Known for its rigorous approach to solving complex challenges, Abt Global is regularly ranked as one of the top global research firms and one of the international development innovators. The company has multiple offices in the U.S. and program offices in more than 40 countries.

At Abt Global, we are committed to creating a lasting culture of equity, diversity and inclusion and recognize that in order to achieve full participation, our practices must be free of prejudice, discrimination, and bias that result in inequitable outcomes. We are actively working to advance equity for everyone, and while we still have much work to do, we know that racial and cultural diversity are an asset to our business and the communities where we live and serve. Our ongoing commitment is focused on creating business practices that advance racial and social equity, investments in community impact programs for the benefit of Black, Indigenous, and people of color (BIPOC), and expand upon project work related to racial equity and social justice.

Job Description

The World at Abt 

Solving the world’s most pressing issues and improving the quality of life for people worldwide is what we do every day at Abt Associates. Creating a more equitable world is no small task, but we are driven by big challenges. 

We are a team of 4,000+ people in over 50 countries working in unison and focused on the bigger picture. Only by sharing our commitment, energy, and innovation do we affect change and push the boundaries of what’s possible. We welcome diverse ideas, backgrounds, and viewpoints – joining Abt means access to exceptional thinkers at the top of their game.

To thrive at Abt is to embrace flexibility and collaboration. Our open culture allows you to balance your work and personal life as needed to optimize personal well-being. Creating a more equitable world starts from within – we look after people around the world, and we’ll do the same for you.

Ready to embrace rewarding and meaningful work? Now’s your chance. 

Project Description 

The U.S. President’s Malaria Initiative (PMI) Evolve Project was awarded to Abt Associates on December 19, 2022. The purpose of this contract is to support PMI, as well as U.S. Agency for International Development (USAID) Missions and Bureaus, with the planning, implementing, and monitoring of malaria vector control programs, including indoor residual spraying (IRS), insecticide-treated mosquito nets (ITNs), and larval source management (LSM). PMI Evolve will strengthen the capacity of local institutions, including national malaria programs (MOPDD), district health offices, and research institutions to independently conduct vector control programs. PMI Evolve is also responsible for entomological monitoring and conducting operations research on new vector control innovations. PMI Evolve will incorporate gender equity and social inclusion (GESI) and climate change initiatives as cross-cutting themes with the overall goal of ending malaria faster. Activities are carried out in full collaboration with the Rwanda Biomedical Center /Malaria and Other Parasitic Diseases Control. 

The Opportunity  

Under the supervision of the Senior Finance and Administration Manager, the Local IT support Specialist will be responsible forestablishing, managing, and maintaining the project’s computer network at all operational locations.

Core Responsibilities:  

  • Perform desktop and laptop computer support, including performing routine preventive maintenance, installing software patches and upgrades, and troubleshooting hardware or software problems in-person, by phone or using remote access tools.
  • Track and process all project staff IT Support incidents, requests and tasks using the ServiceNow ticketing tool. 
  • Manages the project’s computer network, coordinating with Abt IT regional staff and/or vendors, as well as IT staff in the US.
  • Ensure a stable, consistent office internet connection throughout the site office, report any issues and work with ISP to resolve them.
  • Ensure file server backups are completed successfully (if applicable).
  • Maintain ‘Workstation Inventory List’, tracking the physical inventory of all equipment (PC’s, laptops, printers, etc.), and update the Asset Records on Monthly basis on ServiceNow.
  • Provide technical support for the resolution of major outages, network, or system failures such as but not limited to server crashes, firewall failures, virus attacks, etc.).
  • Image, reimage, configure, and join Abt laptops to the domain.
  • Create (and update as required) a Disaster Recovery Plan for the office. 
  • Assist in management of Group Policies and file permissions for project users and groups.
  • Ensure each Abt system has valid certificates and up-to-date security tools, and that all staff members adhere to Cyber Security rules and processes.
  • Attend and participate in monthly IT conference call with International IT Management (All IT Managers’ Monthly Meeting), 1x1 meetings and any other meetings.
  • Identify and communicate process improvements which will allow site staff to increase their efficiency and productivity.
  • Monitor relevant logs and perform necessary operations to ensure the proper state of IT systems. 
  • Provide basic training to users on MS Office products. 
  • Provide support to monitoring and evaluation and other program teams as necessary during program activities and campaigns.

What We Value 

Minimum Qualifications

  • Bachelor’s degree in computer science, computer programming, or another IT-related field.

Preferred Qualifications

  • Bachelor’s degree in computer science, computer programming, or another IT-related field or high school diploma
  • At least 2 years of relevant professional experience in IT network administration in a Windows’ environment, including internet access support.
  • Ability to manage and provide technical oversight to junior programmers and consultants.
  • The ability to work independently with general supervision. Follows established policies and procedures.
  • The ability to work well in collaboration with project SMT team, VIPs, executives, stakeholders, and technical advisors.
  • Experience in using IT Support Ticketing Tools, ex: ServiceNow. 
  • Work experience in NGOs or International organizations is a plus.
  • English language fluency and Kinyarwanda.

What We Offer  

We foster an environment where you can Thrive Your Way. Our innovative total rewards programs are designed to help balance your work and personal life. The approach toward your wellbeing centers around comprehensive benefits and professional development. 

Abt Associates is an Affirmative Action/Equal Opportunity employer committed to fostering a diverse workforce. Abt Associates provides market-competitive salaries and comprehensive employee benefits. Local candidates strongly encouraged to apply. 

Abt Associates is an Affirmative Action/Equal Opportunity employer committed to fostering a diverse workforce. Abt Associates provides market-competitive salaries and comprehensive employee benefits. Local candidates strongly encouraged to apply.

Disclaimer: Abt Associates will never ask candidates for money in exchange for an offer of employment. 

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