Remote Job Opportunity as a Digital Support Helpdesk Officer at Internews

Internews seeks an experienced technologist with a background in direct support to join Internews Global Technology Hub (GTH) to provide mentoring, training, and ongoing support for the media partners working across the Sub-Saharan Africa region. You’ll join a small team providing a direct connection between Internews’s partners and beneficiaries and offering vital support and assistance to local partners using digital tools for publishing, broadcasting, and communication more effectively, securely, and safely. This is a remote-based job. All remote candidates will be considered. Preference will be given to candidates based in U.S. or MENA region.

You will be responsible for:

• Conduct needs assessment in different digital capacities to develop support and training plans with different partner organizations.
• Helping with administration, support, and troubleshooting for websites (including many built-in WordPress, Drupal, and other prominent open source CMS) as well as training on the use of online publishing platforms.
• Delivering IT support and assisting with digital safety and information security training, guidance, and mentoring.
• Support partner organizations in the use of digital collaboration tools, helping benchmark and select tools, set policies for efficient, secure, and safe use, and ensuring the organization develops the capacity to manage the system even beyond the period of support with Internews.
• Helping partners better access, understand, and use metrics tools such as Google Analytics, Facebook page insights, and so forth.
• Support partners in the compilation and understanding of website and social media analytics.
• Support partners in increasing audience engagement.

You must have:

• Fluency in Arabic and English.
• Passions for free expression and internet freedom.
• Patience, and excellent communication, interpersonal, and problem-solving skills.
• Ability to explain technical concepts in plain language for individuals and groups with different levels of digital experience and understanding.
• The ability to provide support remotely, working with those who may have technical difficulties.
• Experience with delivering technical support over internet chat, voice or video calls, or in creating documented how-to lessons and resources.
• Experience with and understanding social media and website analytics and the use of the data for furthering audience engagement.
• An understanding of digital safety and information security practices.
• Set up, install, and use end-to-end encryption in communications and file transmission.

It's preferred to have:

• Experience in web development and DevOpsFamiliarity working with git.
• Managing hosting environment for WordPress and other PHP website installations and migration.
• Comfortable editing HTML, CSS, and Markdown.
• A solid understanding of information security and the internet’s building blocks: DNS, SSL, IP, etc.
• Managing domain records.
• Using anti-DDOS services and other attack-mitigation technologies (Cloudflare, Deflect, etc.).
• Fluency in at least one other regional or vernacular language (Persian, Turkish, French, Russian, etc).
• Experience or interest in working with charities and NGOs, nonprofits, media, human rights, and/or civil society groups.
• The ability to plan, create and simulate penetration methods, scripts, and tests.
• Applications will be reviewed on a rolling basis, so you are encouraged to apply soon.
• This is a limited-term position with an anticipated term of 12 months. This position may possibly be extended, contingent upon funding.
• Note: Candidates who do not have these preferred qualifications, but are interested and willing to learn, are encouraged to apply.

About Internews:

Internews, an international nonprofit organization, operates with administrative centers in California, Washington DC, London, and Paris, as well as regional hubs in Bangkok and Nairobi. Formed in 1982, Internews has worked in more than 100 countries and currently has offices in Africa, Asia, Europe, the Middle East, Latin America, and North America.

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