About World Vision Ethiopia
World Vision Ethiopia began its work in 1971 with emergency relief and officially opened its Ethiopia office in 1975. Over the years, the organization expanded its operations across 53 Area Programs, implementing impactful initiatives in Education, WASH, Nutrition, Emergency Response, Food Security, Economic Development, Climate Change, and environmental protection. World Vision is committed to serving vulnerable children and communities through sustainable development and humanitarian response.
Job Summary
The Digital Workspace Specialist provides end-user technical support by responding to service requests, categorizing incidents, generating and managing tickets, diagnosing and resolving technical problems, and escalating issues when necessary. The role focuses on improving customer support processes, documenting solutions, developing user guidelines, and ensuring that hardware, software, and peripherals align with World Vision technology standards.
The specialist supports staff through walk-in, phone, email, collaboration tools, and remote assistance, mainly from the Gambella Emergency Office. The position also contributes to training, capacity building, preventive maintenance, and proactive IT service improvements while supporting the Somali Region Response Office and its project locations.
Key Responsibilities
Digital Workplace Support
Provide first-level daily technical support to end users
Receive and resolve client requests via phone, email, MS Teams, Skype, and walk-in support
Log and manage all incidents through ServiceNow / S-MAX systems
Develop troubleshooting checklists, scripts, and knowledge-base documentation
Ensure emergency office staff receive timely IT support, including remote and field visits
Conduct quarterly monitoring visits and prepare technical support reports
Client and Technology Support
Support and upgrade in-house and adopted systems including Office 365, Workday, Horizon, and others
Configure and support Office 365 tools such as Outlook, OneDrive, MS Teams, and SharePoint
Support online meetings and trainings using Zoom and MS Teams
Deploy and manage laptops, printers, scanners, mobile devices, and related equipment
Participate in IT infrastructure upgrades and technology deployment projects
Hardware Technical Support
Diagnose and resolve hardware and software issues for user devices
Coordinate with vendors and internal teams to resolve escalated issues
Monitor system performance and service-level agreements
Provide temporary solutions while implementing permanent fixes
Capacity Building and Training
Conduct user trainings on Microsoft Office, collaboration tools, and IT systems
Orient new staff on IT policies, security standards, and system usage
Provide on-the-job training and technical briefings
Information Security and Compliance
Maintain secure user credentials and system access
Support antivirus updates, data backup, and cybersecurity practices
Ensure compliance with World Vision IT and data security policies
Asset Management and Service Improvement
Support IT asset procurement, inventory management, and disposal
Track service performance metrics and recommend improvements
Participate in preventive maintenance activities and service optimization
Job Requirements
BSc Degree in Computer Science, Information Technology, or related field
6 to 8 years of relevant professional experience
Technical Certifications (Preferred)
A+, N+, Security+, MCP/MCSA (2012/2016)
ITIL certification
Office Machine and Mobile Device Maintenance
Power Platform Fundamentals
Professional Experience and Skills
Strong knowledge of Windows platforms, Office 365, and collaboration tools
Experience with Active Directory, DNS, WAN/LAN technologies
Proficiency in remote support and troubleshooting tools
Knowledge of data collection tools such as Power BI, Kobo, ODK, and CommCare
Excellent communication skills in English; local language knowledge is an advantage
Required Skill
Digital Security
How to Apply
Interested and qualified applicants can apply online using the link below:
https://worldvision.wd1.myworkdayjobs.com/WorldVisionInternational/job/Dolo-Ado-Region-Ethiopia/Digital-Workplace-Specialist_JR47213
Safeguarding Notice
World Vision is a child-focused organization with zero tolerance for abuse or exploitation of children or vulnerable adults. Background checks are mandatory.
Disclaimer
World Vision Ethiopia does not charge any fee for job applications. Applicants are advised to beware of fraudulent job postings.
Additional Requirement
All applicants must attach a valid National Identification Card or Local Administration Identification Card with their application.