Job Description

Role Summary

Based in Hargeisa and reporting to the Programme Officer, the IT Assistant provides day-to-day technical support to HALO Somaliland’s staff and systems. The role ensures that all IT infrastructure, equipment, and software are maintained in good working order, and that staff receive timely support to enable smooth operations both in the office and in the field.

The IT Assistant will serve as a key liaison between the Somaliland programme, HALO’s HQ ICT Department, and external service providers, ensuring efficient communication, compliance with global ICT standards, and prompt resolution of IT issues.

The role requires a proactive, organised individual who can balance routine technical support with coordination and problem-solving. Although based primarily in Hargeisa, the IT Assistant may occasionally visit field sites to provide on-site troubleshooting and maintenance.

Responsible to:  Programme Officer

Responsible for: N/A

Key Duties & Responsibilities

End User Support

·         Provide day-to-day IT support for all staff in the Hargeisa office and field locations.

·         Troubleshoot hardware and software issues for computers, printers, scanners, and other devices.

·         Assist staff with password resets, account setup, and login support for email and Microsoft 365, including management of the authenticator app for all shared emails accounts.

·         Provide guidance on the safe and effective use of IT systems and applications.

·         Escalate unresolved or complex issues to HALO HQ ICT for technical assistance.

IT Equipment and Asset Management

·         Maintain an accurate inventory of all IT assets, including laptops, phones, and network equipment.

·         Conduct periodic checks to ensure assets are functioning properly and tagged in accordance with HALO policies.

·         Support the procurement, configuration, and deployment of IT equipment under guidance from HQ ICT.

·         Ensure all devices are kept updated with current software, patches, and antivirus protection.

·         Support field locations with the setup and maintenance of tablets, GPS trackers, radios, phones etc. and basic connectivity.

·         Support with the onboarding of new staff in the provision of IT assets and cyber security training.

·         Responsible for printing out all HALO ID cards on a annual basis (December).

Network and Systems Support

·         Monitor internet connectivity at the Hargeisa office and guesthouse and assist in resolving connectivity issues.

·         Liaise with local internet providers and external vendors to report and resolve service interruptions.

·         Perform troubleshooting of network hardware (e.g. routers, switches, access points).

·         Support the maintenance of shared drives, Microsoft 365 applications, and SharePoint access.

·         Coordinate with HQ ICT to ensure backups, cloud access, and user accounts are functioning correctly.

ICT Security and Compliance

·         Implement ICT security measures, such as antivirus updates and user access control.
Support staff awareness of cybersecurity best practices, including safe data handling and password protection.

·         Notify HQ ICT of any suspected data breaches or security concerns.

·         Ensure HALO Somaliland adheres to HALO’s global ICT and data protection policies.

Coordination and Communication

·         Liaise regularly with HALO’s HQ ICT Department to resolve technical issues, align processes, and receive remote support or instruction.

·         Maintain communication between the programme and HQ ICT, ensuring updates and system changes are implemented promptly.

·         Support the Programme Officer and relevant departments with ICT-related planning, budgeting, and reporting as required.

Documentation and Reporting

·         Keep accurate records of IT issues, repairs, and system changes.

·         Maintain updated ICT documentation, including network diagrams, asset lists, and vendor contact details.

·         Provide brief monthly updates on ICT performance, challenges, and support needs.

·         Assist with technical documentation as required by HQ ICT.

Ad Hoc Duties

·         Undertake other tasks as assigned by the Programme Officer or HQ ICT team.

Experiences and Qualifications

Person Specifications

• Existing experience working in a similar position.
• Bachelor's degree related to ICT.
• Understanding of networking concepts and protocols
• Experienced in operating systems
• Experience with cloud computing platforms
• Hands-on experience with project management tools and techniques.
• Ability to analyse complex problems and develop effective solutions.
• Critical thinking and logical reasoning skills.
• Strong written and verbal communication skills.
• Presentation and facilitation skills for technical discussions.
• Willingness to stay up to date with the latest technologies and industry trends.
• Ability to learn new skills and adapt to changing technological environments.
• OneDrive/SharePoint Online and Microsoft 365 desktop apps for enterprise.

All HALO staff are expected to undertake the following general duties:

·         Work within the framework of HALO’s core values, promoting its ethos and mission statement

·         Work towards achieving programme and/or group business plan objectives

·         Ensure familiarity with and adhere to all HALO policies and procedures and keep informed of HALO activities

·         Travel overseas as and when required

·         To discharge duties and responsibilities under HALO’s Health and Safety Procedures which may include Risk and COSHH Assessments and participation in evacuation procedures as necessary. 

·         This job description is intended to summarise the main duties and responsibilities of the post; this is not intended to be a full and exhaustive list of tasks. All HALO staff are expected to demonstrate flexibility and willingness to perform appropriate tasks when the need arises.

Skills Required

Attachment

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