Job Title: IT Administrator I, ICT Support

Department: Operations

Report to: Global IT Manager II

Duration: Full-time

Job Location: Uganda/Kampala

About CRS:

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion, or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding.

Job Summary:

The Information Communication Technology (ICT) Support Administrator provides advanced regional technical support to CRS staff and operations in alignment with global ICT support protocols. This role handles escalated technical issues from Tier I (Service Desk), coordinates with field ICT contacts, ensures ICT standards are maintained across country offices, and supports consistent and effective ICT operations throughout the region.

Roles and Key Responsibilities:

Advanced Support and Troubleshooting

• Respond to and resolve escalated technical support tickets from Tier I, providing advanced troubleshooting for hardware, software, and network issues across multiple countries.

• Track all activity in ServiceNow and ensure high standards for ticket documentation and closure.

• Prepare and submit monthly service performance and issue trend reports to the ICT Support Manager.

System and Device Management

• Configure and deploy ICT equipment (laptops, printers, networking hardware, etc.) remotely or on-site.

• Monitor system performance and ensure user devices comply with security requirements.

• Collaborate with the Global ICT team on updates, deployments, and support standards.

Regional Coordination and Onboarding Support

• Provide ICT provisioning and account setup for new staff.

• Deliver onboarding and orientation for regional and country office staff on ICT systems and standards.

• Coordinate with local ICT contacts and regional leadership to ensure smooth service delivery.

Asset Management and Procurement Support

• Ensure the enrollment of computers on the agency standard device management platform (Intune).

• Provide input for procurement of equipment/services and ensure compliance with CRS ICT standards.

• Support device lifecycle management activities, including disposal.

Documentation, Reporting, and Compliance

• Contribute to technical documentation, troubleshooting guides, and knowledge articles.

• Ensure devices and user environments adhere to ICT security policies and data protection regulations.

Preferred Qualifications and Experience

• Minimum 2 years’ experience in ICT support or systems administration, preferably in a regional or multi-office context.

• Certifications such as CompTIA A+/Network+, Microsoft Certified Associate, or ITIL Foundation preferred.

• Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).

Knowledge, Skills and Abilities

• Strong customer service orientation with effective interpersonal, verbal, and written communication skills.

• Ability to work effectively both independently and as part of a distributed, multicultural team.

• Proactive problem-solving skills, strong attention to detail, and ability to follow established procedures.

• Basic knowledge of Microsoft Intune Suite for endpoint enrollment, troubleshooting, and reporting.

• Ability to support and troubleshoot Windows, macOS, iOS, and Android devices using standard documentation or guidance.

• Fundamental understanding of Microsoft 365, including SharePoint and Teams.

• Awareness of endpoint security practices, including patch deployment, encryption support, and secure device disposal.

• Ability to use monitoring tools to identify issues, document incidents, and escalate appropriately following guidelines.

• Strong documentation skills for recording incidents, drafting user instructions, and updating knowledge articles.

• Familiarity with ITIL fundamentals and a commitment to continuous learning and improvement.

Required Languages—English fluency required.

Travel—Must be willing and able to travel up to 10% to the field locations.

Agency-wide Competencies (for all CRS Staff)

Agency competencies clarify expected behaviors and attitudes for all staff. When demonstrated, they create an engaging workplace, help staff achieve their best, and help CRS achieve agency goals. These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Personal Accountability—consistently takes responsibility for one’s own actions.

• Acts with Integrity—consistently models values aligned with CRS Guiding Principles and mission. Is considered honest.

• Builds and Maintains Trust—shows consistency between words and actions.

• Collaborates with Others—works effectively in intercultural and diverse teams.

• Open to Learn—seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change—continually looks for ways to improve the agency through a culture of agility, openness, and innovation.

• Develops and Recognizes Others—builds the capacity of staff to reach their full potential and enhance team and agency performance.

• Strategic Mindset—understands role in translating, communicating, and implementing agency strategy and team principles.

Key Working Relationships:

Supervisory Responsibilities: none.

Internal: CRS regional and country office staff, Global ICT team.

External: ICT vendors, service providers, and consultants.

“Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position”.

How to apply

CRS is an Equal Opportunity Employer: We encourage all qualified candidates to apply for this position, including individuals from marginalized backgrounds and people with disabilities. Please ensure you follow the instructions outlined below when applying.

• This position is open to Ugandan nationals only.

• Submit your application no later than 5:00 PM on October 3, 2025.

• Applications will only be accepted electronically via the following link: 👉https://form.jotform.com/252611558642559

Please Note: Only shortlisted candidates will be contacted.