Career Opportunity with Resettlement Support Center (RSC)
Senior IT Service Desk Officer
Country: Bangladesh
Job Title: Senior IT Service Desk Officer
Department: IT/ RSC Asia
Contract length: Till 30th September 2024 (with possibility of extension subject to funding, program needs and performance of incumbent)
Work Location: RSC Asia, Ukhiya Office
Reporting to: Senior IT Infrastructure Manager
Expected Start Date: At Earliest
Remuneration Package: Competitive Base Pay with Fringe Benefits (As per IRC National Pay Scale in Bangladesh)
Program Brief

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States.

Purpose

Under the supervision of the Senior IT Infrastructure Manager and in close collaboration with IRC IT Country Office team, in alignment with the donor, NIST and IRC IT and information security standards, the Senior IT Service Desk Officer will provide efficient IT services and support to all RSC staff as per IRC standards and ensure IT security and compliance to the IRC IT systems. This position also is responsible for managing and maintaining the RSC Asia IT equipment, circuit ride supporting Prescreening and USCIS interviews in Bangladesh. 

Major Responsibilities
  • Provide day-to-day support for users across multiple locations in RSC Asia Bangladesh offices included onsite support as required for the Prescreening and USCIS activities.
  • Install and maintain information systems (hardware and software) to ensure compatibility with existing systems.
  • Perform basic system administration tasks, including server operations (Virtual Machines, Active Directory, network connectivity, printing systems, and file share servers).
  • Collaborate with the Senior IT Infrastructure Manager to test new software or system schemas before deployment.
  • Handle backup solutions, including administering backup applications, managing off-site storage routines, and maintaining backup Standard Operating Procedures (SOPs) for Disaster Recovery Planning.
  • Assist with computer part upgrades or replacements to optimize office computer efficiency.
  • Report virus detections, system vulnerabilities, and cyberattacks to the Global IT Service Desk and Senior IT Infrastructure Manager.
  • Provide training to staff in the use of IT within own area of experience where required.
  • Perform other duties as directed by the Country IT Lead & Regional IT Lead.
Requirements

Technical Skills

  • 3+ years of IT experience, preferably in NGO or private company.
  • Strong troubleshooting skills in networking, MS applications, and operating systems.
  • Experience with hardware deployment/repair and Microsoft Server administration.
  • Basic knowledge of networking protocols.
  • Customer service orientation and ability to work independently under pressure.
  • Strong organizational and communication skills.
  • Diplomacy and collaboration skills.

Security Knowledge

  • Understanding of cybersecurity principles and best practices.
  • Basic knowledge of security frameworks, such as NIST Cyber Security Moderate Baselines, ISO 27001, or CIS Controls.
  • Experience in implementing security measures, such as access controls, encryption, and intrusion detection systems.
  • Assist in developing SOPs aligned with NIST Cyber Security Moderate Baselines.
  • Stay up to date with antivirus software and ensure timely definition updates on client computers and servers.
Specific Educational Qualification
  • Bachelor’s degree in IT field or equivalent experience.
Certification
  • At least one IT certification, ITSM, MCDST, MCTS, MCP, MCSE or other certifications (such as ITIL, A+, Network+, Security+, CCNA, or Azure Administrator Associate) highly preferred.

How to Apply: https://careers.rescue.org/us/en/job/req52077/Senior-IT-Service-Desk-Officer

Application Deadline: June 08, 2024

Standard of Professional Conduct:
IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, and Accountability. In accordance with these values, IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality & Equal Opportunity General Statement:
We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified women professionals to apply.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?

Working Environment
The position is currently based in Ukhiya. The position requires domestic travel to support delivery of USRAP processing within Bangladesh.

The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out job responsibilities, donor policies and procedures while carrying out job responsibilities.