ABOUT THE ROLE
The IT Officer ensures that Harambee Rwanda’s staff and candidates have reliable, secure, and effective access to IT infrastructure, devices, systems, and digital tools.
The role is responsible for the day-to-day support, maintenance, and troubleshooting of hardware, software, networks, and user access to minimise disruptions and maintain operational continuity. The IT Officer also supports IT asset management, documentation, service-provider coordination, and adherence to established IT policies and security standards.
JOB DESCRIPTION
- Maintain and monitor IT infrastructure, including computers, hardware, software, networks, training labs, shared devices, and internet connectivity, to ensure reliable day-to-day operations.
- Provide first-line technical support to staff and candidates, troubleshooting hardware, software, connectivity, and access-related issues, and escalating complex issues to the appropriate internal or external teams.
- Follow up on escalated IT issues with relevant teams, including Business Applications, Infrastructure, and the central SOC, and keep users informed through to resolution.
- Set up, configure, maintain, and hand over IT equipment and lab environments, ensuring accurate asset records and accountability for devices and systems.
- Install and maintain approved software, applications, and security tools, supporting appropriate configuration and permissions in line with organizational requirements.
- Support IT security and compliance, including endpoint protection, system updates, access controls, acceptable-use requirements, and coordination with the central SOC on security incidents and remediation.
- Guide and support users in the effective and secure use of digital tools, systems, and IT equipment, including basic onboarding and training.
- Maintain accurate IT asset, system, configuration, and process documentation, and identify recurring technical issues or gaps that require improvement.
- Coordinate with external IT vendors and service providers on connectivity, hardware, software, licensing, repairs, and other technical services, including follow-up on outstanding issues.
- Support the secure and effective use of organizational data and systems, working with the relevant teams on system-related queries, data access, and operational needs.
- Contribute to continuous improvement of IT services, identifying opportunities to improve reliability, security, efficiency, and user experience in collaboration with the Data Manager and relevant teams.
MINIMUM REQUIREMENTS
- Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field (required).
- Professional certifications in IT, network administration, or information security (preferred).
- Minimum 3 years of relevant professional experience supporting IT infrastructure, systems, hardware, software, networks, and cloud-based platforms.
- End-user services in an organizational environment experience, including troubleshooting, IT asset management, and coordination with service providers.
- Troubleshooting & Systems Administration:
- Demonstrated ability to troubleshoot hardware, software, network, and useraccess issues; identify root causes; and implement practical solutions that maintain system availability and minimize disruption.
- IT Security & Asset Management:
- Working knowledge of IT security, data protection, access controls, backups, system updates, and cybersecurity practices, together with experience maintaining accurate IT asset and system documentation.
- Communication & Stakeholder Support:
- Ability to provide technical guidance and training to users and coordinate effectively with vendors/service providers.
- English and Kinyarwanda proficiency (required).
COMPETENCIES
- Continuous Learning: Open, motivated, and proactive in seeking learning and development opportunities.
- Effective Communication: Delivers clear and impactful communication tailored to various audiences, utilizing multiple formats and tools.
- Accountability: Takes responsibility for actions, decisions, and deliverables, fostering a culture of accountability.
- Innovation: Generates novel solutions and approaches to work challenges at Harambee.
- Results Orientation: Sets and achieves high goals, driving issues to closure with a sense of urgency.
- Problem Analysis and Resolution: Uses sound judgment to identify and solve problems effectively at Harambee.
- Teamwork and Collaboration: Actively participates as a team member, fostering strong connections with colleagues and stakeholders at Harambee.
- Time Management: Effectively manages time and resources to ensure efficient completion of work tasks at Harambee.
- Tenacity: Demonstrates enthusiasm and urgency, striving for excellence in achieving results and overcoming challenges.
- Situational Awareness: Understands changing situations, adopts the right attitude and takes timely actions.
- Alignment with Vision and Values: Demonstrates understanding and adherence to Harambee’s vision and values in decision making and actions.
Rwandan Youth, Refugees & People living with Disabilities are encouraged to apply.
