ICT Support Assistant Featured

·         None

The ICT Support Assistant will support in delivering IT functions by maintaining IT systems and infrastructure across HFHU. The role involves first-line user support, basic troubleshooting, hardware and software maintenance, data backup monitoring, and ICT inventory updates to ensure effective digital operations across the National Office and field locations.

User Support & Helpdesk Services

• Provide basic technical support for staff in using computers, printers, and software applications.
• Log and escalate unresolved issues to the IT Support Specialist.
• Set up user accounts, email access, and assist with password resets under supervision.

System & Network Support

• Assist in monitoring internet connectivity, printers, and LAN connections.
• Help troubleshoot issues with hardware, software, and basic network problems.
• Support user training in ICT policies, security awareness, and system usage.

Hardware & Software Maintenance

• Conduct regular preventive maintenance on computers and ICT equipment.
• Assist in software installations, antivirus updates, and system upgrades.
• Maintain the ICT asset register and help track equipment movements.

Data & Backup Support

• Support backup checks, especially for remote and field offices via TeamViewer or other tools.
• Help document and archive data backups as guided.
• Ensure secure storage and retrieval of backup data.

Administrative & Documentation Support

• Maintain ICT support logs and prepare summaries of common issues.
• Assist in updating documentation such as ICT usage policies and training guides.
• Communicate relevant ICT updates to staff using HFHU’s internal channels.

Cross-functional & Field Support

• Provide onsite and remote support to field offices during scheduled ICT maintenance or deployments.
• Assist with ICT logistics during workshops, trainings, or Board/SMT meetings.

Prompt response to staff ICT issues.

Accurate logging and escalation of technical problems.

Updated ICT asset inventory and secure handling of equipment.

Consistent monitoring and support of data backup systems.

Active support in enforcing ICT policies and best practices.

(Education, and Experience – briefly describe the minimum education and/or experience required)

Required Knowledge & Expertise

(Competencies and other specifics related to this role and level required)

·         Education: A Bachelor’s degree in Information Technology, Computer Science, Soft Ware Engineering or a related field.

·         Years of Related Experience: A minimum of 2 years of experience in an ICT support role through formal employment, internships, volunteering, or junior IT roles.

Qualifications:

Preferred – in addition to minimum:

·         Familiarity with Microsoft 365, Windows OS, antivirus software, and cloud tools among others.

·         Exposure to LAN/WAN troubleshooting or support of NGO ICT systems.

Required Knowledge & Expertise

• Basic knowledge of computer hardware, software, and operating systems.
• Understanding of internet and email administration support.
• Experience with helpdesk or ticketing systems is a plus.
• Strong attention to detail, problem-solving, and documentation.
• Good communication and teamwork skills.
• Ability to maintain confidentiality and follow ICT policies.

o   Humility – We are part of something bigger than ourselves.

o   Courage – We do what’s right, even when it is difficult or unpopular.

o   Accountability – We take personal responsibility for Habitat’s mission.

·         Safeguarding: HFHU requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work.  Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s Code of Conduct.

ICT Support Assistant supports the organization’s day-to-day technology needs, helping to maintain operational efficiency in ICT tools and services across departments and locations.

Problem Complexity, Planning and Policy level impact

·         Applies routine procedures and existing ICT protocols to solve user-level problems. Escalates technical issues to the ICT Officer and contributes to policy enforcement and system documentation

Influencing/People Leadership –

·         Internal – Supports staff across all departments and locations.

·         External – May interface with vendors, contractors, and internet service providers.

·         Leadership – No direct supervision, but expected to uphold professionalism, confidentiality, and team spirit.

·         40 hours of work per week, with one hour lunch break and 2 health breaks on 20 minutes each in a day.

• Physical ability to lift and move ICT equipment (up to 25kg) as needed.

Location:

·         This position is based at the National Office in Kampala, Uganda with occasional travel to field offices.

Travel Expectations:  Occasional travel for ICT support to field locations.

• Will the individual in this role typically work with children or HFH beneficiaries (No but must comply with HFHU safeguarding standards)