JOB DETAILS:

LWF World Service is the humanitarian and development arm of the Lutheran World Federation. We respond to emergencies and support sustainable development, guided by principles of compassion, justice, and human dignity. The Assistant IT Support Officer will closely with the IT Officer and the global Technology Solutions Unit (TSU) to ensure smooth and secure IT operations in World Service and its country operations.

Purpose of the Role

The Assistant IT Officer provides day-to-day technical support to staff, assists in maintaining IT infrastructure, and helps implement digital tools and systems. This role is essential in ensuring that staff have reliable access to the technology they need to carry out their work effectively and securely.

Key Responsibilities

Country Program-Level (to all CP)

• • Provide first-line IT support to staff, both in-person and remotely.
  • Assist in the setup, configuration, and maintenance of hardware and software.
  • Support the administration of Office 365 and user accounts under the guidance of the IT Officer.
  • Monitor and maintain local network infrastructure and connectivity.
  • Help implement and enforce IT policies, including data protection and cybersecurity measures.
  • Maintain an inventory of IT equipment and assist with procurement processes.
  • Support training sessions and provide user guidance on digital tools and systems.
  • Log and track support requests using the FreshService ticketing system.

Global-Level (in coordination with IT Officer)

• Assist in the rollout of global IT initiatives and tools.
• Support data protection compliance and incident response.
• Contribute to documentation and knowledge-sharing on IT procedures and best practices.

Required Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field.
• Minimum 3 years of experience in IT support or systems administration.
• Familiarity with Office 365, Windows OS, and basic networking.
• Strong troubleshooting and communication skills.
• Ability to work independently and as part of a team.

Desirable Skills and Experience

• Experience with cloud-based systems and remote support tools.
• Basic knowledge of cybersecurity and data protection.
• Exposure to ticketing systems (e.g., FreshService).
• Experience working in a humanitarian or development context.

Languages

Fluency in English (written and spoken) is required.

Knowledge of local languages or French/Spanish is an asset.

Key Competencies

• Service-oriented and responsive to user needs.
• Practical problem-solver with attention to detail.
• Willingness to learn and adapt to new technologies.
• Collaborative and respectful in a multicultural environment.