GOAL has responded to the world’s major humanitarian crises since its founding in 1977, working with vulnerable communities in 14 countries across the globe with a dedicated team of personnel. While GOAL continues to be an agile first-responder to humanitarian crises, it is also committed to working with vulnerable communities to help them survive crises and support them on the road to recovery.
Overview
Job Purpose
Reporting to the Global IT Services Manager, the IT Services Administrator is responsible for 1st and 2nd level IT support for HQ employees, in addition, you will also manage the effective and efficient delivery of IT Services across infrastructure and systems within GOAL (both HQ and supporting Country Offices). This is a full time permanent position based in our HQ offices in Dun Laoghaire, County Dublin.
Key Areas of Responsibility
* Troubleshooting — Investigate and resolve IT Services incidents and alerts as required.
* Manage 1st and 2nd level IT support requests — Microsoft 365 administration; PC/Laptops – Windows 11; Printers; Business Applications, Software, Hardware & Network/Phone issues; Managed anti-virus solutions.
* Global offices — The escalation contact for country IT technicians through email & remote system access; Work closely with in country IT technicians to help resolve any issues; Provide advice & assistance to country IT; Log & track all support incidents from initiation to completion through Service Desk solution; Provide regular feedback to users on calls and update IT tickets on Service Desk solution; Escalate incidents to the appropriate team or service partners when necessary, ensuring good transfer of ownership.
* Documentation — Create users & support documentation when required; Populate online knowledge base with issues/resolutions; Keep up to date records of software & hardware register; Provide weekly updates to the IT Services Manager; Provide project specific support to IT team projects as requested.
Key Requirements
* Some previous IT administration experience covering helpdesk support and/or incident management and/or Office 365 administrator and User support documentation (this role could suit those with an IT qualification seeking an entry level IT administration role)
* Strong customer service experience and ability to deal with diverse users
* Inquisitive with desire to learn new technologies
Desirable
* ITIL certification
* Experience in developing user training materials
* Experience in developing power apps solutions
* Microsoft certification or extensive work experience in Microsoft products
* Ability to write and maintain IT services catalogue documentations
* CompTIA Security+ certification
* CompTIA Network+ certification
GOAL offers staff flexible working with our hybrid model, we require our HQ employees to work 2 days per week from our office in Dun Laoghaire, Dublin
We strongly encourage you to apply even if you do not meet every single requirement listed. At GOAL we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please just contact our Recruitment Team at recruitment.hq@goal.ie
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology and Administrative
Industries
* Non-profit Organizations
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr