Helen Keller International
Information Systems Support Job Description/ HKI-RDC
Post – Recherche d’un individu ou compagnie nationale (Congolais) à temps partiel ;
Documents exigés – Curriculum Vitae, Certificate pertinent en Informatique, Reference
Comment postuler - Envoie par e-mail à FNsiny@hki.org et MJoseph@hki.org
Date de clôture de l'appel – ouvert jusqu’au remplissage du post
Description du Post/Contrat:
Service d’appui en Informatique:
L’Informaticiens effectuera en collaboration étroite avec les services informatiques d’Helen Keller
International le suivant:
- Le support
- La maintenance préventive et curative
- L'assistance en ligne et sur site
- Le conseil en collaboration avec l’équipe régional d’Helen Keller International basé à Dakar au Sénégal
Sur l'ensemble des éléments constituant le réseau et le système d'exploitation local à savoir:
- Mise à niveau du système en cas d'évolution
- Intégration de nouveaux équipements sur le système (PC, imprimantes…)
- Le ré-paramétrage et la reconfiguration en cas d'erreur de manipulation
- Reconnections des stations et périphériques déconnectés
- Le diagnostic et la remise en état des incidents liés au câblage.
- La Mise à jour de la page Intranet du bureau pays
D'autre part:
L’informaticien procédera:
- Au dépannage sur appel, comprenant l'intervention sur les modules défectueux du système, la gestion
du disque dur, l'intervention sur le gestionnaire d'impression, la configuration logicielle du réseau, la
connexion de postes de travail et des terminaux, le remplacement des cartes réseau, la réparation ou le
remplacement de la carte multivoies et la réparation ou le remplacement du câblage.
Document1
July 2015
Helen Keller International
Information Systems Support Job Description/ HKI-RDC
Information Systems Support Job Description
Tier I Tech Support Assistant / Technician
Description
The Tier I Tech Support Assistant/Technician’s role is to support and maintain in-house computer
systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and
upgrading all hardware and equipment while ensuring optimal workstation performance. The person will
also respond to basic desktop support requests and promptly refer all Tier II Support issues to the
Regional Office IS staff.
Duties
1. Assist Country Director to Complete, in a timely and accurate manner, the New Staff and
Departing Staff Account forms on the KellerNet;
2. Create Users and Groups in Active Directory
3. Configure computers – including creating a user account, joining to the domain, mapping folders,
installing software, and adding printers- in a manner consistent with HKI Standards;
4. Create shared folders on the servers and set folder permissions;
5. Configure user eMail in Outlook,
6. Configure backup jobs for users;
7. Assist staff with setting or changing hki.org passwords and/or local computer passwords;
8. Provide a complete IS orientation to new staff, including the following topics:
a. HKI Staff IS Guide
b. HKI.org Accounts
c. The KellerNet
d. Software & Usage
e. Outlook
f. Webmail
g. File & Data Management
h. Local IS Systems and Support
i. HKI Information Systems Policies
Document1
July 2015
Helen Keller International
Information Systems Support Job Description/ HKI-RDC
9. Respond to basic desktop support requests, such as:
a. Printing problems
b. HKI account or data access problems
c. Basic use questions for Microsoft Office (Outlook; Word; Excel)
d. Basic eMail send/receive problems
e. Managing spam / junk mail
f. Respond to antivirus messages
g. Financial Software
h. Respond to basic computer popup messages
10. Promptly refer all Tier II Support issues and questions to the Regional Office IS staff;
11. Monitor the performance of the office internet connection, and initiate corrective actions with
the ISP when necessary;
12. Perform the following maintenance tasks on a weekly basis:
a. Review backup logs for incomplete or failed jobs
b. Ensure the PC to server backups are working
c. Reboot wireless routers, modems and other system components, if necessary
d. Perform a basic check on all PCs
i. Disable unnecessary or unauthorized programs, tools and add-ons, including
browser toolbars
ii. Provide guidance to staff on best practices or usage issues
13. Perform the following maintenance tasks on a monthly basis:
a. Review server disk space availability
b. Review each desktop to monitor disk space; anti-virus updates and performance;
Windows Updates;
c. Run three days of connectivity tests, and share the results with the Regional IS staff;
d. Ensure printers are cleaned and in good operating condition;
14. Procure IS equipment and services for the local office, including obtaining quotations,
completing the IS Purchase Request form on the KellerNet, etc., all in compliance with HKI
procurement policies and procedures;
15. Ensure the IS Inventory spreadsheet is up-to-date, with new purchases logged in the inventory
and disposed equipment removed from the inventory;
16. Communicate with local staff, via eMail or face-to-face, regarding IS issues, problems or new
developments.
Document1
July 2015