IT Support Specialist job at Goethe-Zentrum Kampala

The Goethe-Zentrum Kampala is seeking a reliable, hands-on IT professional to keep our internal technology systems secure, functional, and well-maintained, enabling our team to focus on program delivery.

Position Summary

The IT Support Specialist will provide ongoing technical support and IT infrastructure management for the organization’s internal operations.

Reporting Line

Reports to: Executive Director and Administrative assistant

Responsibilities or duties

Hardware & Device Support

• Set up, configure, and maintain staff computers, laptops, printers, and other office equipment.
• Diagnose and resolve hardware issues; coordinate repairs or replacements with vendors as needed.
• Maintain an inventory of IT equipment, including warranties and service records.
• Support onboarding/offboarding of staff by preparing and decommissioning devices.

Software & Systems Support

• Install, update, and troubleshoot operating systems and business software (e.g., Microsoft 365, Google Workspace, accounting or database software).
• Manage software licenses and ensure compliance with licensing terms.
• Provide day-to-day helpdesk support for staff technical issues (in person, phone, or remote).
• Recommend and implement software solutions to improve efficiency (e.g., scheduling tools for lesson bookings, grant management databases).

Network & Connectivity

• Set up and maintain the office local area network (LAN/Wi-Fi), routers, and modems.
• Troubleshoot internet connectivity and network performance issues.
• Ensure secure network configuration (firewall settings, guest network separation, etc.).

Data Security & Privacy

• Implement and maintain data protection measures in line with applicable privacy regulations (e.g., GDPR, given the German-language program context, or local data protection law).
• Manage user access controls and permissions across shared drives, email, and databases.
• Advise on secure handling of sensitive data, including student/participant records and artist grant applications (personal and financial information).
• Conduct periodic security reviews and recommend improvements.

Backup & Disaster Recovery

• Establish and maintain regular, automated backup systems for all critical organizational data (financial records, participant data, grant files, correspondence).
• Test backup restoration processes periodically to confirm reliability.

Cybersecurity

• Install and maintain antivirus/anti-malware protection across all devices.
• Monitor for phishing, ransomware, and other threats; provide staff awareness guidance.
• Ensure timely security patching and software updates.
• Support secure password practices and, where feasible, multi-factor authentication (MFA) on key accounts.

Cloud & Collaboration Tools

• Administer and support cloud-based email, file storage, and collaboration platforms (e.g., Microsoft 365, Google Workspace, Dropbox).
• Manage user accounts, shared mailboxes, and distribution lists.
• Support video conferencing tools when required (about 3 times a year).

IT Documentation

• Maintain clear documentation of IT devices, systems, configurations, and passwords/credentials (stored securely).

Procurement & Vendor Management

• Advise on cost-effective purchasing of hardware, software, and IT services within the NGO’s budget.
• Liaise with external vendors (internet service provider, hardware suppliers, software vendors) as needed.

General IT Support

• Provide responsive support for day-to-day technical issues affecting staff productivity.
• Support IT needs for organizational events, workshops, or grant review sessions (e.g., projectors, video calls).
• Available for periodic on-site visits and remote support as agreed.

Explicitly Out of Scope

• Website design, hosting, or maintenance
• Domain name management
• Web application development

Required Qualifications

• Proven experience in IT support, systems administration, or a related technical role.
• Solid working knowledge of Windows and/or macOS environments.
• Experience with cloud productivity suites (Microsoft 365 and/or Google Workspace).
• Understanding of basic networking concepts (routers, Wi-Fi, VPN).
• Familiarity with data protection principles (GDPR or equivalent).
• Strong troubleshooting and problem-solving skills.
• Good communication skills; able to explain technical issues to non-technical staff.
• Ability to work independently and manage time efficiently in a part-time/contract capacity.

Preferred Qualifications

• Experience supporting small nonprofits or small businesses with limited IT budgets.
• Familiarity with grant management or CRM-type databases.
• Knowledge of German or comfort working in a bilingual (German/English) office environment.
• Relevant certifications (e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, Google Workspace Administrator).

Working Conditions

• Engagement type: Contract (to be agreed based on organizational needs — e.g., a set number of hours per week/month plus on-call availability for urgent issues).
• Location: Primarily on-site at the NGO’s office, with some tasks completable remotely.
• Team size supported: 7 staff members.

Compensation

Commensurate with experience and scope of engagement; to be discussed based on hourly, retainer, or project-based arrangement.

• Set up, configure, and maintain staff computers, laptops, printers, and other office equipment.
• Diagnose and resolve hardware issues; coordinate repairs or replacements with vendors as needed.
• Maintain an inventory of IT equipment, including warranties and service records.
• Support onboarding/offboarding of staff by preparing and decommissioning devices.
• Install, update, and troubleshoot operating systems and business software (e.g., Microsoft 365, Google Workspace, accounting or database software).
• Manage software licenses and ensure compliance with licensing terms.
• Provide day-to-day helpdesk support for staff technical issues (in person, phone, or remote).
• Recommend and implement software solutions to improve efficiency (e.g., scheduling tools for lesson bookings, grant management databases).
• Set up and maintain the office local area network (LAN/Wi-Fi), routers, and modems.
• Troubleshoot internet connectivity and network performance issues.
• Ensure secure network configuration (firewall settings, guest network separation, etc.).
• Implement and maintain data protection measures in line with applicable privacy regulations (e.g., GDPR, given the German-language program context, or local data protection law).
• Manage user access controls and permissions across shared drives, email, and databases.
• Advise on secure handling of sensitive data, including student/participant records and artist grant applications (personal and financial information).
• Conduct periodic security reviews and recommend improvements.
• Establish and maintain regular, automated backup systems for all critical organizational data (financial records, participant data, grant files, correspondence).
• Test backup restoration processes periodically to confirm reliability.
• Install and maintain antivirus/anti-malware protection across all devices.
• Monitor for phishing, ransomware, and other threats; provide staff awareness guidance.
• Ensure timely security patching and software updates.
• Support secure password practices and, where feasible, multi-factor authentication (MFA) on key accounts.
• Administer and support cloud-based email, file storage, and collaboration platforms (e.g., Microsoft 365, Google Workspace, Dropbox).
• Manage user accounts, shared mailboxes, and distribution lists.
• Support video conferencing tools when required (about 3 times a year).
• Maintain clear documentation of IT devices, systems, configurations, and passwords/credentials (stored securely).
• Advise on cost-effective purchasing of hardware, software, and IT services within the NGO’s budget.
• Liaise with external vendors (internet service provider, hardware suppliers, software vendors) as needed.
• Provide responsive support for day-to-day technical issues affecting staff productivity.
• Support IT needs for organizational events, workshops, or grant review sessions (e.g., projectors, video calls).
• Available for periodic on-site visits and remote support as agreed.

• Troubleshooting
• Problem-solving
• Communication
• Time management
• Independent work

• Proven experience in IT support, systems administration, or a related technical role.
• Solid working knowledge of Windows and/or macOS environments.
• Experience with cloud productivity suites (Microsoft 365 and/or Google Workspace).
• Understanding of basic networking concepts (routers, Wi-Fi, VPN).
• Familiarity with data protection principles (GDPR or equivalent).
• Strong troubleshooting and problem-solving skills.
• Good communication skills; able to explain technical issues to non-technical staff.
• Ability to work independently and manage time efficiently in a part-time/contract capacity.
• Experience supporting small nonprofits or small businesses with limited IT budgets.
• Familiarity with grant management or CRM-type databases.
• Knowledge of German or comfort working in a bilingual (German/English) office environment.
• Relevant certifications (e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, Google Workspace Administrator).