IT Officer - REMOTE

About the organization

Armed Conflict Location & Event Data (ACLED) is a disaggregated data collection, analysis, and crisis mapping organization. The ACLED team conducts analysis to describe, explore, and test conflict scenarios and makes both data and analysis open for free use by the public. ACLED material is regularly used to inform journalism, academic research, and public discourse on conflict and to support the work of practitioners and policymakers. ACLED is the highest quality and most widely used real-time data and analysis source on political violence and protest around the world.

The role

ACLED is seeking a detail-oriented, proactive IT Officer to provide first-line support to end users, manage supporting vendors, support administrative work, and contribute to the successful delivery of IT projects across the organization. The IT Officer will serve as a key point of contact for IT-related day-to-day operations, liaising closely with external vendors and internal stakeholders.

The IT Officer should possess a strong background in Information Technology with significant practical IT support, coordination, and information technology service management experience, preferably in the non-profit sector.

This position is fully remote and can be done from any location with reliable internet service. It is open to nationals of any country, excluding those explicitly listed on the Applicants FAQ. This position sits with the Technology and Architecture team.

For more information, please review the
Applicant FAQs. Please submit your salary range for consideration.

Role and Responsibilities

The IT Officer will be responsible for the following tasks:

End User IT Support:

• Serve as the first point of contact for all IT-related queries and issues.
• Support user account and access management in line with organizational policies.
• Provide timely technical support for hardware, software, applications, and connectivity problems.
• Troubleshoot, provide root cause analysis, and implement a resolution on end-user computing services, including but not limited to Google Workspace, Microsoft Office, VPN, communication platforms (e.g., Slack, Zoom), and other enterprise tools.
• Escalate unresolved issues to external IT vendors or second-line support, ensuring clear documentation and follow-up.
• Manage and monitor support tickets to ensure service level expectations are met.
• Provide guidance and training on IT tools, best practices, and cybersecurity awareness.

Vendor Management:

• Liaise with external IT support providers for issue resolution, service updates, and performance tracking.
• Support monitoring and documentation of service engagements and workflows.
• Ensure accurate handover and communication between internal users and third-party providers.

IT Service Management:

• Assist with the implementation and operationalization of information security protocols.
• Support the coordination and monitoring of Microsoft Intune activities in collaboration with external IT service providers, including device compliance, policy enforcement, and access controls.
• Monitor user access, permissions, and adherence to organizational security standards.
• Contribute to incident response activities and documentation, including security-related events.
• Maintain and update the Configuration Management Database (CMDB) to ensure accurate documentation of IT assets, configurations, and dependencies, in coordination with external service providers.
• Participate in Disaster Recovery (DR) drills and support the development, documentation, and maintenance of Business Continuity Planning (BCP) processes, in collaboration with relevant teams.
• Participate in awareness initiatives to promote organizational safety and digital risk mitigation.

Support for IT Project Delivery:

• Participate in the rollout of, including but not limited to, new tools or enhancements, platforms, policies, processes, and systems across the organization.
• Support testing, deployment, training, and documentation associated with IT initiatives.
• Assist in collecting user feedback and provide support during the implementation phase to ensure smooth adoption.

Skills and competencies

ACLED is seeking applicants who have the following skills and experience:

• A degree or equivalent in computer science, information systems, data management, software engineering, or an equivalent information technology-related field.
• A minimum of three years of experience in the planning, coordination, development, implementation, maintenance, and support of information systems.
• Knowledge of incident management techniques and experience supporting organizational safety and security protocols is preferred.
• Experience working with task and ticket tracking tools such as Asana for managing support workflows and internal requests.
• Previous experience working as an IT & Security Coordinator / Administrator / Manager Officer with NGOs is preferred.
• Deep understanding of remote support tools and remote work.
• Working knowledge of cloud-based productivity and collaboration platforms (e.g., Google Workspace, Microsoft 365) and experience with basic user administration and support in a cloud environment.
• Experience with Microsoft Intune or similar endpoint management tools for device configuration, compliance, and policy enforcement.
• Understanding of information security principles and good cyber hygiene practices.
• Familiarity with ITIL or similar service management frameworks is a plus.
• Excellent communicator with a sense of urgency.
• Experience in gathering, documenting, and analysis of information systems requirements.
• The ability to work independently, demonstrating creativity and problem-solving skills while following strict procedures and supporting multiple projects and locations is essential.
• Fluency in English is essential, with excellent written and spoken communication skills.

• ITIL® 4 Foundation Certification, or other recognized IT service management qualification.
• Microsoft Certified: Azure Fundamentals (AZ-900), or equivalent cloud certification (e.g., AWS Certified Cloud Practitioner, Google Cloud Digital Leader).
• CompTIA Cloud Essentials+, or comparable training in cloud concepts and business impact.

Applications:

To apply, please submit a CV and cover letter detailing qualifications and experience.

Further information on the organization is available online at acleddata.com. 

Applications will be reviewed on a rolling basis. Interested candidates are advised to apply early.