IT Administrator I, ICT Support
Catholic Relief Services
Category
Technology
Monthly Salary
Not Specified
Deadline
3rd October 2025
Location
Kampala
About Catholic Relief Services
Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion, or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding.
Job Description
The Information Communication Technology (ICT) Support Administrator provides advanced regional technical support to CRS staff and operations in alignment with global ICT support protocols. This role handles escalated technical issues from Tier I (Service Desk), coordinates with field ICT contacts, ensures ICT standards are maintained across country offices, and supports consistent and effective ICT operations throughout the region.
Responsibilities
- Advanced Support and Troubleshooting
- Respond to and resolve escalated technical support tickets from Tier I, providing advanced troubleshooting for hardware, software, and network issues across multiple countries.
- Track all activity in ServiceNow and ensure high standards for ticket documentation and closure.
- Prepare and submit monthly service performance and issue trend reports to the ICT Support Manager.
- System and Device Management
- Configure and deploy ICT equipment (laptops, printers, networking hardware, etc.) remotely or on-site.
- Monitor system performance and ensure user devices comply with security requirements.
- Collaborate with the Global ICT team on updates, deployments, and support standards.
- Regional Coordination and Onboarding Support
- Provide ICT provisioning and account setup for new staff.
- Deliver onboarding and orientation for regional and country office staff on ICT systems and standards.
- Coordinate with local ICT contacts and regional leadership to ensure smooth service delivery.
- Asset Management and Procurement Support
- Ensure the enrollment of computers on the agency standard device management platform (Intune).
- Provide input for procurement of equipment/services and ensure compliance with CRS ICT standards.
- Support device lifecycle management activities, including disposal.
- Documentation, Reporting, and Compliance
- Contribute to technical documentation, troubleshooting guides, and knowledge articles.
- Ensure devices and user environments adhere to ICT security policies and data protection regulations.
Requirements
- Preferred Qualifications and Experience
- Minimum 2 years’ experience in ICT support or systems administration, preferably in a regional or multi-office context.
- Certifications such as CompTIA A+/Network+, Microsoft Certified Associate, or ITIL Foundation preferred.
- Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).
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