Job Description
About GiveDirectly
GiveDirectly (GD) aims to reshape international giving – and millions of lives – by providing cash grants directly to the world’s poorest. The Brookings Institution estimates that $70B of cash transfers would be required to eliminate the poverty gap; the aid sector currently spends $135B each year, much of it on evidence-free interventions. GiveDirectly wants to change that, establishing cash transfers as a benchmark for foreign aid – as the index fund is a benchmark for the financial industry – and in the process accelerating the end of extreme poverty.
GD has raised over $1B since launching in 2011, delivered cash to more than 1.5 million people in 15 different countries. We’ve also supported large-scale, experimental research that indicates strong recipient impact of our programs. As a result, GD has been celebrated as one of the most innovative non-profit companies by Fast Company, while the growing cash transfer movement (and GD’s leading role within it) have been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.
Our culture is candid, analytical, agile, and non-hierarchical. Our global team of ~150, and country operations teams of ~650, together come from 21 different countries speaking 69 different languages. Team members bring experiences from the private sector, NGOs and government. From software engineers to seasoned humanitarian workers, former management consultants to public servants, researchers to field operations — it’s an incredible group of people.
Our values are central and deliberately opinionated. We genuinely center the people we serve in our decision making, and strive to build an ambitious, fast moving and high performing environment. We strongly encourage you to read through our values carefully, if they reflect how you like to work and energize you, this could be a great fit.
We work hard to create an environment in which all our team members can thrive, succeed and grow. We support flexibility, take care of each other, have fun, and create professional growth opportunities.
Position Overview: The ideal candidate must be proficient in end user and desktop support, with a deep understanding of endpoint security and mobile device support across Android and iOS platforms. Additionally, expertise in managing call center applications, infrastructure support, and asset and stores management is required.
Responsibilities:
Technical
- Provide first-line technical support to end users for computer systems, software applications, and other ICT equipment via various channels, including in-person, phone, email, and remote assistance.
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals.
- Install, configure, and maintain network hardware and software, and monitor network performance, troubleshoot issues, and ensure reliable connectivity
- Implement and maintain endpoint security to safeguard against cyber threats and ensure compliance with the GD security policies.
- Administer and support call center applications and infrastructure, including troubleshooting telephony issues, managing call queues, and optimizing system performance
- Assist with the planning and execution of IT projects, such as system upgrades or new technology implementations.
- Document technical procedures, user guides, and troubleshooting steps to facilitate knowledge sharing and improve support efficiency
- Maintain accurate records of system configurations, troubleshooting, and repairs
- Stay up-to-date with emerging technologies, security threats, and industry trends to proactively identify areas for improvement and implement appropriate solutions.
Asset and Stores Management
- Manage and maintain records of organization’s assets
- Oversee and monitor inventory/stock levels and report timely for replenishment
- Monitor proper asset utilization and maintenance, ensure proper storage and security of assets
- Conduct regular asset audits/verification to prevent losses
- Coordinate asset disposal and replacement while maintaining compliance with regulatory requirements
- Investigate and resolve asset-related discrepancies
- Provide training to staff on asset management procedures
- Maintain accurate and up-to-date asset registers, and stock cards in the stores
Requirements:
- Proven experience in end user support and desktop support roles.
- Strong understanding of endpoint security principles and experience with security tools such as antivirus software, firewalls, and intrusion detection/prevention systems.
- Proficiency in managing internet connectivity and security protocols, including VPNs, firewalls, proxy servers, and SSL/TLS encryption.
- Understanding of call center applications and infrastructure, such as IVR systems, CTI integrations, SIP Trunk technology
- Experience in asset management; asset tagging, tracking, valuation and disposal
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
- Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Preferred Qualifications and experience:
- Bachelor’s Degree in Information Technology, Computer Sciences, or any other related qualifications
- Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST)
- Minimum of 3 years working experience in systems design and applications, including programming experience with ITIL framework and IT service management practices
GD Values
- Recipients first.
We prioritize recipient preferences over those of donors or ourselves.
We do not impose our preferences, or judgments, on the beneficiaries; instead we respect and empower them to make their own choices, elevating their voices in the global aid debate. This value is core to GiveDirectly’s identity as the first organization exclusively devoted to putting the poor in control of how aid money is spent. It comes at a potential cost, as it means that neither we nor donors get to set priorities (and we may even lose some “efficiency” in providing this option).
- Team next.
We do what’s best for organizational – not individual – success.
This is a team sport, where we will succeed (or fail) together. The best players are not those with the best individual statistics, but those with biggest impact on our overall performance. We avoid territoriality, self-promotion, and I’m above this attitudes.
- Be proactively candid.
We say what we believe, and are honest in sharing information.
Having confidence that other people are telling us what they truly believe, without gloss or omission, is critical to effective communication and to our ability to learn and grow from feedback. We owe it to each other – and our donors – to instill this confidence even though giving and receiving information candidly are unusual in both professional and social life, and can be very uncomfortable.
- Create positive energy
We strive to be a source – not drain – of energy for our colleagues.
Our work is hard, practically and emotionally, and we cannot overemphasize the importance of maintaining a positive attitude, enjoying the company of our colleagues, and not taking ourselves too seriously. In doing so, we aspire to generate energy and excitement amongst our colleagues in pursuing our mission. This should not preclude candor, and we aspire to achieve both.
- Think rigorously; act quickly.
We are intellectually rigorous with a drive towards action – not debate.
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We reason from first principles, grounding our decisions in objective claims about the world, rather than hard-to-disprove assertions or hierarchy. We aim to brainstorm inclusively and respectfully, but critically self-vet ideas we put forward, so as to ensure productive and prudent decision making. Demanding this level of rigor forces us to think harder about decisions and our assumptions than we otherwise might. This is a real cost. It can be taken too far: it is possible to overthink decisions, and we avoid debate for the sake of debate. We are not here to philosophize or ensure consensus. We decide and act quickly, avoiding getting bogged down in debates.
- Accept reality. Propose solutions.
We do not dwell on problems. We work actively to create solutions.
There will always be an endless list of things to improve. We focus on the things that can be changed; find the most important of those things, and propose actionable answers. We do not allow “problems” to weigh us down and be a source of negativity. We are forward looking, which we believe not only leads to better team outcomes, but also creates a more enjoyable, energizing environment for all.
- Be productively ambitious.
We take the risks to pursue industry-changing success, not incremental progress.
We seek step-change improvements at all levels, and are willing to make big-bets; we do not accept complacency nor do we simply optimize existing processes. In doing so, we allow ourselves to dream big with a belief that perceived constraints are merely opportunities for creativity. Such ambition not only requires hard work (i.e., this is not a 9-5 job), but also a willingness to accept and learn from temporary setbacks and failures. In accepting these failures, we’re conscious to not point fingers, nor obsess over “mistakes” made.
- Know yourself and grow.
We recognize and accept our imperfections with a focus on growth.
We are an organization of exceptional people and trust in each other’s abilities, yet we recognize that none of us is perfect. We strive to maintain an accurate understanding of our individual and institutional strengths and weaknesses, in order to position ourselves to maximize our chances of success.At the same time, we seek personal growth for ourselves and our teammates. Feedback is given with a spirit of helpfulness; and sought out with a desire to learn.