N-26-01 IT Helpdesk and support Analyst
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
The International Potato Center (CIP) is looking for one (1) IT Helpdesk and Support Analyst to provide support to the Information Technology Department in Lima Peru.
About CIP: CIP is part of the CGIAR global research partnership committed to transforming food land and water systems in a climate crisis. CIPs mission is to develop and share science-based innovations in potato sweetpotato and other root and tuber crops. CIP partners with organizations in over 20 countries in Africa Asia and Latin America to strengthen agri-food systems and provide economic social and nutritional benefits especially for women and youth. We integrate social and biophysical sciences to address complex challenges in food and agriculture. For more information please visit
About the position: This position will ensure high-quality technical support for global users ensuring accuracy in service requests and system availability. The IT Helpdesk and Support Analyst plays a key part in managing IT assets throughout their lifecycle and maintaining robust endpoint security policies for the organization.
Key responsibilities:
- Provide first line onsite and remote support to CIP IT global users on service requests issues and problems related to personal computers networking conferencing and other peripherals according to the agreed SLAs. Support may be exceptionally required outside of working hours for planned events and critical meetings and in case of urgent requests.
- Support institutional and project events and conferences operating audiovisual and conference room equipment on Teams and Zoom platform.
- Assign service requests and issue tickets to the IT team. Escalate issues and requests to Level 2 (specialized teams) and Level 3 (third-party providers) support teams as required.
- Manage CIP IT assets (computers licenses and other equipment) along the Assets Lifecycle: plan acquire keep inventory up to date assign coordinate maintenance and service replace and write off.
- Manage endpoint security policies through EMS endpoint protection software and others.
- Invoice IT-related chargebacks (local service pool and purchases) through Finance.
- Manage identity and access control for CIP business systems including Azure Active Directory ERP Microsoft 365 email collaboration tools and others.
- Train CIP staff on the use of communication and collaborations tools including Outlook Teams OneDrive and others.
- Identify test and implement adjustments and improvements to the IT service management systems.
- Track statistics and metrics on issue and problem resolution. Track user account creation changes deletions and restore.
Requirements
What are we looking for
- Education: Bachelors degree in systems engineering Computer Science or related careers.
- Experience: At least 2 years of professional experience in activities related to the profile.
Technical Competencies:
- Proficient in MS Office specifically Windows 11 and Office 365 setup and troubleshooting.
- Experience with IT service desk operations and account management.
- Knowledge of ITIL networking and information security frameworks and/or standards (Certifications desired).
- Hands-on experience with PowerShell Azure AD and SaaS solutions.
- Experience with Microsoft automation tools specifically PowerAutomate (desired).
Languages:
- Fluent in Spanish.
- Advanced written and oral communication skills in English.
Core Competencies:
- Accountability.
- Teamwork.
- Integrity.
- Innovation.
Benefits
Why should you consider this opportunity
- CIP is a global and reputable international organization that has a strong state-of-the-art R&D background.
- CIP is dedicated to achieving food security improving nutrition and well-being and gender equity for poor people in roots tubers farming and food systems in the developing world.
- CIP is a member of the CGIAR a global partnership that unites international organizations engaged in research about food security. CGIAR research aims to reduce rural poverty increase food security improve human health and nutrition and sustainable management of natural resources.
What are we offering
- Compensation package commensurate with experience.
- Excellent working environment.
- Work in an equal and diverse workplace.
How to apply
This position WILL NOT have contact with children or vulnerable adults.
We look forward to receiving applications from individuals with disabilities who are willing to contribute their talents and skills to our team. If you require specific accommodations for the selection process due to a disability please do not hesitate to inform us.
CIP is an equal opportunity employer. Qualified women and professionals from developing countries are particularly encouraged to apply.
Required Skills:
What are we looking for Technical Competencies: Proficient in MS Office specifically Windows 11 and Office 365 setup and troubleshooting. Experience with IT service desk operations and account management. Knowledge of ITIL networking and information security frameworks and/or standards (Certifications desired). Hands-on experience with PowerShell Azure AD and SaaS solutions. Experience with Microsoft automation tools specifically PowerAutomate (desired). Languages: Fluent in Spanish. Advanced written and oral communication skills in English. Core Competencies: Accountability. Teamwork. Integrity. Innovation.
Required Education:
Education: Bachelors degree in systems engineering Computer Science or related careers. Academic Standing: Belonging to the upper third of the class (mandatory requirement).
Company Industry
IT Services and IT Consulting
Key Skills
- Baan
- English Language
- Ideas
- Access
- Games
- Application Management
