CARE is one of the world's leading international humanitarian and development organizations, committed to helping people in poor communities improve their lives and alleviate poverty. Founded in 1945, CARE is working over 100 countries to fight global poverty and marginalization. CARE has been active in Bangladesh since 1949 and is one of the largest programs in CARE confederation. Women and girls are at the core of all CARE programs because they represent half of the marginalized group and it is not possible to overcome poverty until all people have equal rights and opportunities. CARE Bangladesh works to implement programs with long-term impacts that result in sustainable changes for the extreme poor and marginalized communities.

The ICT Officer will provide extensive technical, administrative, and logistic support to the day-to-day operations of the ICT Department of CARE Bangladesh. This position requires an intimate knowledge of computer fundamentals, software operations, and hardware maintenance as well as the administrative policies and procedures of CARE Bangladesh.

The ICT Officer will provide in-house ICT support over the phone and at the Helpdesk to users at CBDO and other CBDO-based offices. Major responsibilities will include in-house desktop support, Anti-Virus Measures, Network Support, Hardware and Software Inventory and license validation, Operation of IT/Audiovisual pool equipment, ICT Pool operation, User Training, Telephony Support, and Department administrative, documentation and logistic support when required.

The ICT Officer is responsible for total management of the administrative and IT support-related functions in conjunction with the Director-ICT and Manager-ICT HDO and ensures the reporting of Administrative and ICT Operations in compliance with CARE’s Administrative, Logistic, Asset Management, VRF, Procurement, and Safety Security Policies and Procedures. Coordinate the Administrative and ICT-related issues in the Department and FOs.

• Install, configure, and troubleshoot computers, applications, and operating systems.
• Attending day-to-day calls to users to resolve the problems.
• Ensure proper anti-virus measures on all computers.
• Configure and install new/existing setup and hardware.
• Troubleshoot existing hardware and accessories.
• Install and configure network and stand-alone printers, scanners, and ICT accessories.
• Provide hands-on guidance and coaching, training with hand-outs and tips to users.
• Provide orientation to new users on organization IT recourse uses.
• Maintain effective liaison with FOs ICT personnel and users.
• Maintain the Helpdesk phone calls, emails, and always register to monitor them smoothly and keep them recorded in electronic form for analysis.
• Assist and ensure all Helpdesk Tickets are reported & and closed properly.
• Maintain warranty of equipment and prepare a plan for timely replacement.
• Assist and maintain the performance of Helpdesk support with vendors provide feedback to them and report to Manager-ICT HDO.
• Implement action steps to improve Helpdesk response and effectiveness as per guidance by Manager-ICT HDO.
• Liaison with vendors and service providers and follow up on repair and maintenance.

• Prepare, update, and ensure that the ICT FF&E inventory lists on a regular basis.
• Track and ensure that local items/accessories and issues to ICT staff are kept updated.      
• Manage and track ICT equipment inventory and update timely.
• Maintain an up-to-date inventory of all ICT equipment including HD.
• Maintain and track vendor’s service equipment warranty and collect the equipment.
• Delivery of the equipment to vendor, supplier, and user with proper documentation.
• Receive bills and invoices for supplied equipment from the supplier.
• Maintains positive liaison with vendors, suppliers and users.
• Assist to Manager-ICT HD Operations for recommendations of ICT equipment for replacement or turnover.
• Assist in checking and processing of old and obsolete ICT equipment for smooth disposal.
• Advise on possible reuse of spare/discarded equipment.
• Manage and maintain the movement of incoming and outgoing ICT equipment in the Helpdesk from the user and Field Offices.
• Assist with proper maintenance of ICT pool equipment and ensure effective use of pool equipment as per policy and preserve documentation.
• Assist Manager-ICT HDO in arranging the ICT equipment write-off process of the unused and obsolete FF&E items.
• Maintain spare parts for pool ICT/audio-visual equipment in the Helpdesk.
• Proper maintenance of ICT pool equipment including updating OS/Anti virus patches on laptops, maintenance of Multimedia Projectors, digital cameras etc.
• Ensure proper operation of the pool equipment at the time of handover and receive.

• Guide end user to the proper use of pool equipment.

• Manage and track ICT equipment inventory and ensuring it is updated in a timely manner.
• Proper documentation of ICT equipment movement, keeping clear records of transfers, allocations, and changes in equipment locations.
• Documentation of ICT equipment warranty claims and receive them properly.
• Manage the submission of bills related to ICT equipment purchase/repairs  and ensure the payments are processed in a timely manner.
• Assist in the maintenance of the ICT equipment and maintain a register to always keep it up to date and complete.
• Maintain an up-to-date inventory of HD equipment.
• Maintain of PeopleSoft document for audit response, ensuring that all required documents are readily accessible for auditing purposes.
• Responsible for documenting all types of ICT response for future reference.
• Ensure effective use of pool equipment’s as per policy and preserve documentation
• Maintain equipment pool register and analyze monthly demand verses delivery report
• Maintain proper documentation and preservation of ICT documentation/requests as per policy.

• Ensure necessary logistic support for holding meetings, training, seminars and workshops in the CBDO or at other venues.
• Ensure timely submission of repair/service-related bills to the concerned department.
• Assist the Director-ICT in reporting preparation and logistics support in a timely manner.
• Prepare  visit plan directed by Director ICT for ICT staff and ensure logistics support as and when needed.
• Prepare and ensure timely of VRF, PA/PR, Advance request, etc. when required.
• Check and process repair Bills from ICT and Helpdesk to finance for smooth payment
• Assist in the Preparation of departmental budget and monitor expenditure.
• Procurement of ICT accessories and replacement as per approval of Director-ICT.
• Ensure and collect the ICT equipment from the market, vendors, suppliers etc.
• Assist in creating user-level training documentation.
• Ensure user compliance to ICT policies & procedures.
• Attend the periodic meeting/training of the ICT Department and others assigned.
• Maintain file system & FF&E items.
• Ensure logistic support to ICT department.

• Assist with the smooth operation of CARE Bangladesh ICT Helpdesk operations.
• Assist and coordinate customer support required from Manager-ICT HDO
• Assist with proper updates and implementation of the Helpdesk procedures.
• Assist Manager-ICT HDO in the development of Helpdesk policies & and procedures.
• Assist Manager-ICT HDO in investigating faults, user problems, and other requests.
• S/he also needs to ensure urgent/emergency support if required beyond office hours, weekends, and holidays whenever required.

As part of this role, the job holder will be expected to adhere to and support CARE Bangladesh’s Safety and Security policy and systems as part of their day-to-day duties, and comply, at all times, with safety & security protocols and directives, including reporting. Staff must maintain situational and self–awareness and be aware of the safety – security-related consequences of their actions upon themselves, their team, and the organization as a whole.

CARE is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and expects staff to promote the welfare of children, young people and adults at all times. CARE expects all staff and volunteers to share this commitment through our Code of Conduct. We place a high priority on ensuring that only those who share and demonstrate this commitment are recruited to work with us.

Reporting to the Manager - ICT HD Operations and  direct support to Director – ICT for regular documentation and logistics as and when needed.

This is a CBDO based position in Dhaka. Close contact is required with the field offices and CBDO units. Requires Field office visit for routine maintenance and troubleshooting of computers and accessories. The individual is required to possess skills in Microsoft Office and similar applications.

V. Qualifications:  

• Bachelor’s in computer science /Graduate any discipline/ Diploma in Engineering or similar discipline.
• 2/3 years working experience including 1 year in Helpdesk operation and administrative works.
• MCP, MCSE/MCSA CompTia A+ certification is preferable.
• Experience in administrative and office management functions will be an added advantage.
• Good speaking and writing skill both in English and Bangla.