IT Services Administrator

About Us 
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.

Job Purpose
Reporting to the Global IT Services Manager, the IT Services Administrator is responsible for 1^st and 2^nd 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 1^st and 2^nd level IT support requests in the form of the following: 

• 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

Incident management 

• 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 

• Document processes & procedures.
• 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
• Strong customer service experience and ability to deal with diverse users 
• Inquisitive with desire to learn new technologies

Desirable (but not essential)

• 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  

 GOAL commitment to Diversity, Equity and Inclusion:
GOAL is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We foster an inclusive culture where all voices are heard and valued, we are particularly eager to receive applications from women (and other underrepresented groups). We know that the more inclusive we are, the better our work will be.

All employees share in the responsibility for fulfilling GOAL’s commitment to equal employment opportunity and equal treatment. GOAL does not discriminate against any employee or volunteer; or any applicant for employment or volunteering on the basis of age, gender identity, ancestry, political opinion, civil status, medical condition, ethnic background, disability, race, religion, sexual orientation, or any other characteristic protected by applicable laws.

Accountability within GOAL

A commitment to GOAL values and GOAL’s integrity framework is critical to working with GOAL. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability: 1) Comply with GOAL’s policies and procedures with respect to safeguarding, code of conduct, health and safety, confidentiality, do no harm principles and unacceptable behaviour protocols; 2) Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area; 3) Report any concerns about inappropriate behaviour of a GOAL staff or partner.

Safeguarding

Children and vulnerable adults who come into contact with GOAL as a result of our activities must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.

General Terms and Conditions

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document.