Job Announcement – IT Administrator I, ICT Support

Job Description

Job Announcement

IT Administrator I, ICT Support

About CRS

Catholic Relief Services (CRS) 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 health, emergency, education, agriculture, and capacity strengthening of partners. In 2023, CRS implemented a portfolio of 18 malaria programs globally, in 15 countries (Africa and the Greater Mekong Region). Catholic Relief Services has been working in Liberia since 1957 with a current programmatic focus targeting health, nutrition, peacebuilding, and agriculture.

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.

Title: IT Administrator I, ICT Support

Location: Monrovia, Liberia

Type of Role: Fixed-Term Contract

Reports to: WEAF Tier 2 Manager

Roles and Key Responsibilities:

Advanced Support and Troubleshooting

• Respond to and resolve escalated technical support tickets from Tier I. Provide advanced troubleshooting for hardware, software, and network-related issues across multiple countries.
• Track all activity in ServiceNow and maintain high standards for ticket documentation and closure. 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 security compliance on user devices.
• Collaborate with the Global ICT team on updates, deployments, and support standards.

Regional Coordination and Onboarding Support

• Support ICT provisioning and account setup for new staff. This includes onboarding and orientation for regional and country office staff regarding ICT systems.
• Coordinate with local ICT contacts and regional leadership to ensure smooth delivery of ICT services.

Asset Management and Procurement Support

• Ensure the enrollment of computers on the agency’s standard device management platform (Intune).
• Provide input for procurement of equipment/services and ensure compliance with CRS ICT standards.
• Support device lifecycle management activities as assigned.

Documentation, Reporting, and Compliance

• Contribute to ICT documentation, including technical guides and troubleshooting steps.
• Ensure all devices and user environments adhere to security policies and data protection regulations.

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 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).

Required Languages – Strong English speaking and writing proficiency is required.

Travel – Must be willing and able to travel up to 10%.

Knowledge, Skills, and Abilities

• Strong customer-service orientation and interpersonal communication skills.
• Ability to work effectively in a distributed, multi-cultural environment.
• Proactive problem-solving and attention to detail.
• Comfortable working independently and within a team.
• Basic knowledge of Microsoft Intune Suite for tasks such as endpoint enrollment, basic troubleshooting, and reporting.
• Ability to support and troubleshoot Windows, macOS, iOS, and Android devices under guidance or with standard documentation.
• Fundamental understanding of Microsoft 365, SharePoint, and Teams.
• Awareness of endpoint security basics, including assisting with patch deployment, encryption support, and device disposal following established procedures.
• Ability to use provided monitoring tools to identify basic issues and escalate appropriately.
• Strong documentation skills for recording incidents, creating basic user instructions, and updating standard knowledge articles.
• Effective verbal and written communication skills, enabling clear communication with end-users and team members.
• Ability to handle routine escalations following established guidelines and to escalate complex issues promptly to senior staff.
• Familiarity with ITIL fundamentals and willingness to participate in continuous learning and improvement.

Agency REDI 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 are 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.

Agency Leadership Competencies:

Lead Change – Continually look 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 priorities.
Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Supervisory Responsibilities: None

Applications:

Please send a cover letter and a resume/CV to LR_HR@crs.org by September 25, 2025, @ 4:00 pm, with the subject line “IT Administrator I, ICT Support.” Both the cover letter and CV/resume should be in PDF format and submitted as a single document. Failure to follow instructions will lead to the disqualification of your application. Applications will be reviewed and assessed on a rolling basis until the position is filled. No phone calls, please. Only shortlisted candidates will be contacted.

We thank all applicants for their interest in this opportunity; however, if you don’t hear from us after two months of the vacancy deadline, kindly note that your application was not successful.

CRS follows an equal opportunity policy and actively encourages diversity, welcoming applications from all, especially women and people living with a disability.

By applying to this job, I understand and acknowledge that CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. Further, I understand that if I am a successful candidate, I will be subject to a comprehensive background check, and my personal/professional references will be asked to evaluate my behaviours related to the above safeguarding-related topics.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.

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

CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.