The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
Position Summary
The IT officer provides technical support, systems administration and network infrastructure management for the Hagadera field office. The role reports administratively to the head of the Hagadera field office (through the county area coordinator, Garissa) and technically to the IT manager.
The role combines hands-on support with planning for systems, networks and health information systems, including the electronic medical record (EMR) used in IRC-supported health facilities. The IT officer keeps staff and clinical teams connected, protects IRC data, and works closely with the service desk, NOC, SOC, GIS and the regional and HQ IT teams.
Major Responsibilities
IT support (Level 1 and Level 2)
Work with end users, IT colleagues and the service desk to resolve Level 1 and Level 2 issues in the Hagadera field office.
Resolve or escalate Level 3 issues to the right internal or external resource (IT manager, regional IT lead, applications team, service desk or vendor) as necessary
Log, update and close all incidents and requests in Service-Now, with clear notes on actions taken.
Provide remote support for field staff and off-site clinic locations.
Run user training on IT tools, cybersecurity awareness and digital literacy.
Network infrastructure and systems administration
Servers and domain: install, configure and manage Windows Server, the domain environment and essential network services.
End-user devices: install and support desktops, laptops and peripherals using the IRC standard Windows 11 image and provide Microsoft Office support.
Specialized applications: install and support applications such as the EMR among other systems.
Email: assist with user email account set-up, archiving, and distribution group management.
Networks: install, document, manage and support wired and secured wireless networks for the Hagadera field office and its satellite sites, including LAN, wireless and client-server architecture as appropriate.
Network equipment: manage switches, routers, wireless access points and network security devices.
Backbone links: monitor the performance of the microwave, point-to-point and fibre backbone networks serving Hagadera.
Performance: monitor and optimize network performance, bandwidth use and connectivity, and improve the network infrastructure (internet servers, filters, domain controllers, backups, print servers and similar).
Backups: manage on-premises and cloud backup solutions for servers, EMR databases and critical data, and test restores regularly.
Procurement: advice on procurement on spare parts and new IT equipment so that purchases meet IRC standard specifications.
EMR system implementation and support
Understand the EMR system well enough to troubleshoot, or to escalate technical errors to the focal IT person or the EMR developer.
Be the point of contact for EMR issues raised by physicians, health records officers, the matron and clinicians in charge.
Take part in planning, designing, developing and deploying new EMR modules and enhancements.
Support EMR implementation on sites, documenting approaches, challenges and mitigation strategies.
Prepare recommendations and alternatives to improve how the EMR operates.
Work…