GiveDirectly (GD)
About GiveDirectly
GiveDirectly (GD) aims to reshape international giving – and millions of lives – by providing cash grants directly to the world’s poorest. The Brookings Institution estimates that $70B of cash transfers would be required to eliminate the poverty gap; the aid sector currently spends $135B each year, much of it on evidence-free interventions. GiveDirectly wants to change that, establishing cash transfers as a benchmark for foreign aid – as the index fund is a benchmark for the financial industry – and in the process accelerating the end of extreme poverty.
GD has raised over $1B since launching in 2011, delivered cash to more than 1.5 million people in 15 different countries. We’ve also supported large-scale, experimental research that indicates strong recipient impact of our programs. As a result, GD has been celebrated as one of the most innovative non-profit companies by Fast Company, while the growing cash transfer movement (and GD’s leading role within it) have been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.
Our culture is candid, analytical, agile, and non-hierarchical. Our global team of ~150, and country operations teams of ~650, together come from 21 different countries speaking 69 different languages. Team members bring experiences from the private sector, NGOs and government. From software engineers to seasoned humanitarian workers, former management consultants to public servants, researchers to field operations — it’s an incredible group of people.
Our values are central and deliberately opinionated. We genuinely center the people we serve in our decision making, and strive to build an ambitious, fast moving and high performing environment. We strongly encourage you to read through our values carefully, if they reflect how you like to work and energize you, this could be a great fit.
We work hard to create an environment in which all our team members can thrive, succeed and grow. We support flexibility, take care of each other, have fun, and create professional growth opportunities.
Position Overview: The ideal candidate must be proficient in end user and desktop support, with a deep understanding of endpoint security and mobile device support across Android and iOS platforms. Additionally, expertise in managing call center applications, infrastructure support, and asset and stores management is required.
Responsibilities:
Technical
- Provide first-line technical support to end users for computer systems, software applications, and other ICT equipment via various channels, including in-person, phone, email, and remote assistance.
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals.
- Install, configure, and maintain network hardware and software, and monitor network performance, troubleshoot issues, and ensure reliable connectivity
- Implement and maintain endpoint security to safeguard against cyber threats and ensure compliance with the GD security policies.
- Administer and support call center applications and infrastructure, including troubleshooting telephony issues, managing call queues, and optimizing system performance
- Assist with the planning and execution of IT projects, such as system upgrades or new technology implementations.
- Document technical procedures, user guides, and troubleshooting steps to facilitate knowledge sharing and improve support efficiency
- Maintain accurate records of system configurations, troubleshooting, and repairs
- Stay up-to-date with emerging technologies, security threats, and industry trends to proactively identify areas for improvement and implement appropriate solutions.
Asset and Stores Management
- Manage and maintain records of organization’s assets
- Oversee and monitor inventory/stock levels and report timely for replenishment
- Monitor proper asset utilization and maintenance, ensure proper storage and security of assets
- Conduct regular asset audits/verification to prevent losses
- Coordinate asset disposal and replacement while maintaining compliance with regulatory requirements
- Investigate and resolve asset-related discrepancies
- Provide training to staff on asset management procedures
- Maintain accurate and up-to-date asset registers, and stock cards in the stores
Requirements:
- Proven experience in end user support and desktop support roles.
- Strong understanding of endpoint security principles and experience with security tools such as antivirus software, firewalls, and intrusion detection/prevention systems.
- Proficiency in managing internet connectivity and security protocols, including VPNs, firewalls, proxy servers, and SSL/TLS encryption.
- Understanding of call center applications and infrastructure, such as IVR systems, CTI integrations, SIP Trunk technology
- Experience in asset management; asset tagging, tracking, valuation and disposal
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
- Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Preferred Qualifications and experience:
- Bachelor’s Degree in Information Technology, Computer Sciences, or any other related qualifications
- Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST)
- Minimum of 3 years working experience in systems design and applications, including programming experience with ITIL framework and IT service management practices