{"id":2632583,"url":"https://alion.io/job/world-vision-ict-officer","title":"ICT Officer","company":{"id":6408,"name":"World Vision","domain":"worldvision.org","url":"https://alion.io/company/worldvision","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":50,"ghost_share":0,"stale_share":0.88,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sierra Leone"],"countries":["SL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-15T16:34:38Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-24T02:01:17Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.\nCome join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!\nKey Responsibilities:\nJob Summary\nIndividuals in the Customer Support Analyst role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.\nCustomer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.\nIndividuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.\nMAJOR RESPONSIBILITIES\nPROJECT PLANNING: \nProvides input during project planning and requirements phase.\nSERVICE DESK:\nFirst point of contact and day-to-day technical support to end users.\nResponds to Level 2 support and works with vendors on Level 3 support.\nGenerates activity and status reports.\nProvides the user access service.\nResearches trouble issues which affect multiple clients.\nReviews checklists and scripts.\nWorks with vendor technical support personnel on solutions for clients.\nProvides tracking for all ICT equipment in area of deployment\nCLIENT TECHNOLOGY SUPPORT:\nParticipates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.\nInstalls and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.\nUpdates configuration management tools.\nDevelops and documents procedures for performing configuration changes, updates and upgrades.\nProvides on-going support of client technology.\nTECHNICAL SUPPORT:\nEnsures that all technical resources are available for meetings that include video conferencing.\nEngages the hardware vendors on issues to remedy issues or escalates for support.\nMonitors and communicates system status.\nDiagnoses and resolves client workstation and mobile device hardware and software issues. Creates temporary solutions until permanent solutions can be implemented.\nAssists systems, programming and vendor professionals as needed to resolve problems.\nCoordinates the resolution of escalated application, hardware and software problems.\nSECURITY:\nAdheres to the integrity of controls, regulations and guidelines.\nReviews operation processes to ensure consistent approval and compliance.\nMakes recommendations and changes as appropriate.\nINVENTORY MANAGEMENT:\nMaintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.\nSERVICE LEVEL MANAGEMENT:\nCollaborates in the development of service-level objectives and takes steps to meet or exceed targets.\nMonitors service-level objectives to ensure that requirements are met or exceeded.\nMakes recommendations to approve performance and client satisfaction metrics.\nFollows up in a timely manner to ensure customer satisfaction.\nSERVICE IMPROVEMENTS:\nTracks performance metrics.\nReviews tracking log to identify recurring problems, or problems affecting a large number of clients.\nDevelops procedures and controls for service improvements.\nRecommends solutions to common problems and updates frequently asked questions documentation.\nTESTING:\nParticipates in integration and user acceptance testing.\nTRAINING:\nTrains co-workers on new or existing functionality or services.\nIdentifies customer training needs based on common problems.\nDOCUMENTATION:\nCreates, modifies and reviews documentation of issues resolutions.\nDevelops and delivers documentation to ensure appropriate end-user support.\nCreates and submits documented resolution to Knowledge Base.\nUpdates manuals/guides to incorporate new recommended products.\nCOMMUNICATIONS/CONSULTING:\nAlerts team members about recurring problems.\nCommunicates technical information to both technical and non-technical personnel.\nBUSINESS CONTINUITY:\nMay provide input to the design of backup and recovery procedures.\nRESEARCH/EVALUATIONS:\nDesigns standard image and designs alternate images, as needed.\nEvaluates and recommends new standard products for corporate standards list.\nParticipates in working groups related to standards.\nCOACHING/MENTORING:\nMentors less experienced staff in multiple areas of expertise.\nREQUIRED KNOWLEDGE, SKILL AND EXPERIENCE\nAssociate’s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related fields. Or equivalent work experience.\nDemonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.\n5-7 years of relevant technical and business work experience.\nWillingness and ability to travel domestically and internationally, as necessary.\nAll successful candidates will be required to undergo a police (criminal background) check, appropriate to the role and location, as well as a Counter-Terrorism Sanctions screening, as part of the clearance process prior to commencing employment.\nWorld Vision International also participates in the Inter-Agency Misconduct Disclosure Scheme (https://misconduct-disclosure-scheme.org/). In line with this Scheme, we will request information from applicants’ previous employers, as part of the reference checking process, regarding any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, as well as any such incidents under investigation at the time of separation.\nBy applying for this role, applicants confirm their understanding of and consent to these recruitment procedures.\nWOMEN ARE STRONGLY ENCOURAGED TO APPLY\nApplicant Types Accepted:\nLocal Applicants Only","description_format":"text","description_chars":6873,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Nonprofits & Foundations","Public Health & Prevention"],"lifecycle":[{"event":"open","at":"2026-10-15T16:34:38Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":137500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0},{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-10-23T06:21:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.611,"p_room":0.9,"age_days":7,"expected_fill_days":14,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/world-vision-ict-officer","json_url":"https://alion.io/job/world-vision-ict-officer.json","meta":{"generated_at":"2026-10-24T05:19:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7490,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6408},"rest":"https://alion.io/mcp/rest/get_company?id=6408"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fworld-vision-ict-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fworld-vision-ict-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fworld-vision-ict-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/world-vision-ict-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fworld-vision-ict-officer"}]}