Addis Ababa, Addis Ababa
Ethiopian Agricultural Transformation Agency (ATA)
Vacancy Announcement ETHIOPIAN AGRICULTURAL TRANSFORMATION AGENCY Position:                          Junior IT Support Officer Term of Employment:   One year with possibility of extension Duty Station(s):              Addis Ababa Required Number:        One Salary & Benefits:          Competitive Application Deadline:   July 22, 2018 BACKGROUND: The Agricultural Transformation Agency (ATA) has been established by the Government of Ethiopia (GoE) to identify and address systemic bottlenecks to Ethiopia’s agricultural development. The Agency does this through problem-solving, implementation support, and capacity building of stakeholders involved in implementation of interventions that address the systemic bottlenecks. The Agency reports to the Ministry of Agriculture and Natural Resources and is Secretary to the Transformation Council chaired by the Prime Minister.  The programmatic focus of the Agency responds to a core set of needs identified by the Agricultural Transformation Council, chaired by the Prime Minister. Within the Agency, issues are divided into four different pillars:  Production and Productivity which includes Inputs and Crop Protection, Livestock, Research and Extension, Mechanization and Rural Finance; Environmentally Sustainable and Inclusive Agricultural Growth including Sustainable Irrigation and Watershed Management, Sustainable Land Management, Gender and Nutrition, Climate Change Adaptation and Mitigation, Targeted Livelihood Support, Biodiversity and (temporarily) Planning and MLE; Agribusiness and Markets including Market Services, Commercial and Contract Farming, Domestic & Export Market Development, and Cooperatives; and Enhanced Implementation Capacity which includes ICT for Agricultural Services, Private Sector in Agriculture, and Organizational and Human Resource Capacity. In addition, the Agricultural Commercialization Clusters Initiative is another critical focus area for the Agency.  Across the programs, the ATA engages public, private and non-governmental stakeholders to support strategic planning, manage and strengthen implementation capacity and test innovative models. Our Culture We have an exceptional team of highly competent employees with a proven track record of success in managing complex activities and achieving transformational results.  Our culture is one where talented, dedicated and adaptable individuals are committed to doing their best and exhibit great team work to achieve excellent results.  At ATA, we provide an exceptional platform for people who want to achieve their highest potential and make a meaningful contribution in changing the country’s agricultural sector.  We offer rewarding work in a young, fast-paced growing organization with passionate, committed, motivated colleagues and excellent career development and training.  We recognize our most valuable assets are our staff and are committed to providing our employees with the tools, training and mentorships necessary to achieve their career goals. POSITION SUMMARY: The role of the IT support Officer is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the IT support officer is responsible to ensure that an effective solution is provided to the user. In this role, the candidate will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. S/he will be responsible for administration and internal support of the Agency’s PCs, Laptops, printers, servers, and related equipment. Tasks include end user support, license tracking and performing, PC maintenance, upgrades and configurations. ESSENTIAL DUTIES: Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide helpdesk support and resolve problems to the end user’s satisfaction Monitor and respond quickly and effectively to requests received through the IT helpdesk Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority Modify configurations, utilities, software default settings, etc. for the local workstation Utilize and maintain the helpdesk tracking software Document internal procedures Assist with onboarding of new staffs Ensure each workstation has a computer, monitor, keyboard, mouse, Docking station, LCD display, hard drive, and any additional specialized equipment Install, test and configure new workstations, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Report issues to the Service Desk for escalation Manage PC/ Laptop, tablet, Smart phone setup and deployment for new employees using standard hardware, images and software Manage Printers, scanners, digital senders, UPS, Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades as required Provide accurate information on IT products or servicesRecord events and problems and their resolution in logs Pass on any feedback or suggestions by customers to the appropriate internal team There is often pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss of working hours or customer-contact time, or to enable members of staff to use their computer again. Due to the nature of the work, you may be expected to work shifts, weekends or be on call and it may be necessary to work extra hours to finish a job.