UNPAID VOLUNTEER - IT Support Officer

• Role Title: IT Support Officer
• Role Type: Unpaid Volunteer
• Number of Positions: 2
• Location: Home-based / Remote
• Reporting To: IT Support Manager / Human Capital & Administration Division

THIS IS AN UNPAID VOLUNTEER ROLE.

About DTID

The Digital Technology Institute for Development (DTID) is an international non-profit institute advancing the responsible use of artificial intelligence, blockchain and emerging digital technologies to support sustainable development and policy implementation.

DTID brings together professionals, researchers, technology specialists and other stakeholders to generate research, develop practical solutions, strengthen partnerships and support informed decision-making at the intersection of technology, climate change and sustainable development.

The Role

DTID is seeking highly motivated and enthusiastic IT Support Officers to provide frontline technical support to volunteers across the organisation and contribute to the effective operation of DTID's IT systems, platforms and digital infrastructure.

The successful candidates will support users experiencing hardware, software, account, connectivity and other technical issues and help ensure that DTID's digital systems remain accessible, secure and reliable.

The role will also provide exposure to DTID's work involving artificial intelligence, blockchain and other emerging digital technologies.

This role requires strong technical troubleshooting skills, good communication, attention to detail and the ability to work effectively within an international and fully remote organisation.

Key Responsibilities

• The IT Support Officer will: Provide frontline IT support to DTID volunteers.
• Diagnose and resolve hardware, software, account, connectivity and system-related issues.
• Set up and maintain user accounts, profiles, permissions and system access.
• Support users with password, authentication and access-related issues.
• Provide remote technical assistance and follow up to ensure issues are fully resolved.
• Support the administration of Microsoft 365, Google Workspace and other organisational technology platforms.
• Perform routine system checks, maintenance and basic troubleshooting.
• Maintain accurate records of IT incidents, requests and resolutions.
• Develop and maintain technical documentation, user guidance and IT knowledge-base materials.
• Support basic website maintenance and technical administration where required.
• Assist with testing new applications, systems and digital solutions.
• Support information-security practices and identify potential technical or security concerns.
• Provide basic IT guidance and training to DTID volunteers.
• Collaborate with relevant teams across DTID and contribute to the continuous improvement of IT support services.

Requirements

• Skills and Abilities
• Candidates should demonstrate: Excellent written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Strong general computer and technical capability.
• Excellent organisational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to diagnose hardware, software and user-access problems.
• Ability to manage multiple technical requests and competing priorities.
• Excellent listening and questioning skills.
• Ability to explain technical issues clearly to users with different levels of technical knowledge.
• Strong analytical and logical-thinking skills.
• Ability to work independently and take initiative.
• Ability to collaborate effectively within a remote and internationally distributed team.
• Strong professional communication and interpersonal skills.
• Ability to maintain confidentiality when handling user accounts, system access and organisational information.
• A proactive, reliable and solutions-focused approach to work.
• Willingness to continuously develop technical knowledge and learn new technologies.
• General and Specialist Knowledge
• Candidates should have knowledge or experience in: Microsoft 365.
• Google Workspace.
• Microsoft Outlook, Word, Excel and PowerPoint.
• User account administration and access management.
• PC and Mac hardware and software.
• Computer operating systems.
• Remote troubleshooting and technical support.
• Network troubleshooting and basic network analysis.
• Software installation and configuration.
• Hardware troubleshooting.
• Information-security principles and good practice.
• IT documentation and knowledge-base management.
• Basic website maintenance.
• Knowledge of cloud platforms, cybersecurity, IT service management and emerging technologies would be advantageous.
• Knowledge or interest in climate change, sustainability, international development, artificial intelligence, blockchain and emerging digital technologies would also be advantageous.
• Education and Training
• Candidates should preferably possess: A Bachelor's degree, diploma or equivalent qualification in Information Technology, Computer Science, Computer Engineering, Computer Networking, Software Engineering, Information Systems, Business Information Technology or another related discipline.
• Relevant professional qualifications or certifications in areas such as Microsoft technologies, Google Workspace, CompTIA, networking, cybersecurity, cloud technologies or IT service management would be advantageous.