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Information, Communications and Technology (ICT) Catholic Relief Services – Zambia Country Program

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About CRS

Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identify is at the heart of our mission and operations. We welcome as part of our staff and as partner’s people of all faiths and secular traditions who share our values and commitment to serving those in need. Since 2000 CRS Zambia has been implementing a number of programmes to support vulnerable communities in Zambian. Recent programming areas include: nutrition, agriculture, food security, HIV/AIDS, WASH, financial inclusion, and early child development.

Job Summary:

You will assist to deliver various ICT related services in accordance with established agency ICT policies, procedures, and service standards to support high-quality programs serving the poor and vulnerable. You will provide responsive, professional service and technical support to CRS staff and partners to ensure efficient operation and use of CRS information sharing, communication, and collaboration technologies.

Job Responsibilities:

  • Assisting with troubleshooting computer hardware and software.
  • Assisting with Software installations and configurations.
  • Ad hoc end-user support via email, IM, phone, or in-person.
  • Ensuring requests are properly opened, resolved in a timely manner, documented, and closed via Global Service Desk.
  • Help to ensure that information and communication technology (ICT) equipment is in good
    working condition and assists with maintenance and minor repairs.
  • Support equipment inventory and ICT Unit record-keeping.
  • Perform other duties as tasked and deemed necessary for the overall delivery of the unit´s activities.
  • Other similar duties as assigned by Supervisor.

Scope: To assist the ICT Manager in maintaining the ICT operations of CRS Zambia by ensuring functionality of ICT hardware, networks, and systems and to provide end-user support to all personnel including CRS partners.

Typical Background, Experience & Requirements:

Education and Experience

  • Bachelor’s degree in IT-related field (Computer Science, Computer Networking, Programming, and Information Systems) highly preferred. Significant work experience in a directly related field combined with appropriate training/certificates will be considered in lieu of degree.
  • Minimum of six months paid or volunteer work experience with computer systems support in a networked environment for a small to mid-sized organization.
  • Must be available to work a minimum of 40hours per week.
  • Must be available and willing to commit at least six (3) months initially for an internship.

Personal Skills


  • Good relationship management skills. Ability to relate to people at all levels internally and externally with a strong client-service focus.
  • Strong communication skills with the ability to communicate technical ideas and concerns in a non-technical manner.
  • Strategic, analytical, systems thinking, and problem-solving skills, with capacity to see the big picture, make sound decisions, and offer non-standard solutions.
  • Able to maintain confidential information.
  • Proactive, resourceful, solutions-oriented, and results-oriented.

Key Working Relationships:

Supervisory: Not applicable.

Internal: All CP staff, RIM, members of CRS ICT community, and owners of CRS business systems, specifically HoP, Program Managers, and MEAL Manager.

External: CRS partners; Government agencies, NetHope, Peers from other NGOs in the country; and ICT services providers.

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

  • Serves with Integrity.
  • Models Stewardship.
  • Cultivates Constructive Relationships.
  • Promotes Learning.

Competencies Relevant for the Specific Position (include those that are applicable):

  • Will be included upon finalization of the Competency-Based Management project.

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

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

  • Trusting Relationships
  • Professional Growth
  • Partnership
  • Accountability

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

Important Note: 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 behaviors related to the above safeguarding-related topics.

Applicant Instructions: Please email a cover letter, and curriculum vitae which should include three references to: crszambiajobs@crs.org. Please include the position you are applying for in the subject line.

The closing date for applications is 10th May 2021. Only shortlisted candidates will be contacted for an interview.

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