Organizational Profile:
Bridges to Prosperity (B2P) exists to innovate cost-effective rural infrastructural solutions through advocacy, evidence, and technical assistance to promote safe access for geographically isolated communities through partnership with governments and donors.
We believe that it is within our grasp to solve poverty caused by rural isolation.
Job purpose
The IT Coordinator plays a vital role in ensuring the smooth operation of B2P’s Kigali office by providing skilled Level 1 and Level 2 IT support both in-person and remotely, managing the installation, updates, maintenance, and upgrades of hardware and software, overseeing information systems and data security, implementing and enforcing IT policies and compliance standards, and maintaining accurate hardware inventory records.
The IT Coordinator reports to and works closely with the IT Manager. They are the B2P Kigali staff’s contact for internal software and hardware support requests and emphasize responsive and timely customer service from receipt of support requests until resolution.
The IT Coordinator role is responsible for coordinating and maintaining technology required for day-to-day operations and will be based in the Kigali office.
Duties and responsibilities
IT Support
- Provide Level 1 IT support, including
- general software support (includes Google Workspace apps, Box, Slack, MS365, MS Project, Asana, Zoom, Salesforce, Taroworks etc.)
- general hardware support (laptops, tablets, printers etc.)
- technical support for video conferencing
- Coordinate onsite IT support issues as needed with escalation to the IT manager and the broader Systems team.
Information Security
- Support the Endpoint management of all computers using Cisco Secure Endpoint
- Promote IT policy implementation and compliance
Hardware Management
- Maintenance and repair of IT hardware
- Regularly update hardware inventory records
- Printer maintenance and support
- Office network support
Software Management
- Periodic software installation updates and configuration on all PCs
- Uninstall non-compliant software from end-user laptops
Other
- Provide Salesforce and Taroworks support to all field staff for data collection and finance-related processes
- Provide IT support to staff during onboarding, key events, conferences & exhibitions
- Promote learning and development among staff in the use of technology & build capacity for them to resolve minor day-to-day issues
- Collaborate with teams and department for systems improvements and upgrades
- Coordinate support & maintain relationships with external IT vendors
- Any other IT-related duties as may be assigned by the IT Manager or the broader Systems team
Qualifications
Minimum Qualifications
- Bachelor's degree in Information Technology or any other relevant tech-related course
- At least 3+ years relevant work experience in providing end-user technical support
- Working knowledge of a wide range of software, hardware, and networking, including Google Workplace, Salesforce, Microsoft Suite, Windows Operating System, MacOS, and Android Operating System
- Strong analytical skills to provide working solutions to software, hardware, and networking issues
- Desire to provide quality and timely end-user support with attention to detail
- Ability to handle multiple tasks and prioritize accordingly
- Excellent communication and interpersonal skills to provide technical support, and guidance to end-users
- Experience in providing both onsite and remote support to multicultural teams
- Ability to work within a high-energy and team-oriented multinational organization
- Strong desire to self-educate and use new and emerging technologies
Desired Qualifications
- ITIL Foundation certification
- Familiarity with Box.com, Salesforce and TaroWorks
- Kinyarwanda and English preferred
- Non-profit sector experience
Working conditions
Bridges to Prosperity works to create a high-energy and team-oriented environment. The IT Coordinator must self-manage to ensure they are providing appropriate support to all members of the team.
Physical requirements
The employee is required to regularly work at a computer and occasionally lift products or supplies up to 20 pounds.
Direct reports
N/A
