IT Assistant

Job Purpose

Under the direction of the ITSM (Information Technology Support Manager) the IT Assistant is responsible for delivering timely reactive and proactive IT Support for both hardware and software across the mission.

Support the IT Officer in reporting, escalating, assignment, updating of IT Tickets and ensuring SLO’s are met.

Objectives

• Support the IT Officer in hardware and software requests
• Ensure tickets are created, assigned, and escalated by liaising with headquarter (HQ)
• Provide 1st line support to ACTED staff
• Update, track inventory and provide reporting as required under ACTED guidelines and as directed by IT Support Manager

DUTIES & RESPONSIBILITIES

1.Asset management:

• Manage inventory and asset availability
• Maintain assets in good working order; report faults to the IT Officer and follow-up on the repair/replacement.
• Quarterly checks to be conducted for all common assets and properties.

2.IT support:

• The IT Assistant is in charge of providing support to all users in the ACTED Regional Office, REACH and ACTED Yemen in Amman, with key responsibilities including (but not limited to) the below:
• Email management
• Liaise with HQ for email creation, management & removal
• Network & hardware
• Common equipment configuration & maintenance: identification and replacement of failed components quickly and cost effectively, conducting preventative maintenance as far as is possible to minimize outages and cost
• Troubleshoot network and hardware issues in ACTED’s Regional Office in Amman, guesthouses, and REACH/ACTED Yemen premises. Monitoring the internet service status and assisting the IT Officer in repairing internet and communication problems upon need
• Software
• Good knowledge with Windows 10 and able to diagnose and resolve problems
• Understand Office365 features and be able to troubleshoot common issues
• Procurement
• Assist the IT Officer in the procurement of IT hardware and software
• Follow procurement procedure to ensure a timely delivery of equipment

3.Reporting & Filing

• The IT Assistant is required to enforce the rules that are required for country reporting on all assets
• Accurate record keeping both digitally and hardcopies
• Compile monthly reports for Amman under the supervision of the IT Support Manager and IT Officer

*Monthly Salary: 745JOD

Skills

Skills

• Excellent computer skills including Microsoft Office (particularly Excel, Outlook, and Word)
• Highly organized, detail-oriented, and able to prioritize tasks to meet deadlines
• Able to communicate complex information clearly, with excellent interpersonal skills
• Self-motivated, able to work independently or as part of a team
• Good command of English and Arabic in writing and speaking.

QUALIFICATIONS

• Bachelor’s degree in Information Technology or related field
• Fluent in English and Arabic (written and spoken)
• Excellent writing and communication skills
• At least 1 year of work experience
• Experience in IT Hardware and Software
• Ability to work under pressure in a high-pace environment
• Good organizational and prioritization skills
• Proficiency in Microsoft Office (Word, Excel and Outlook)
• Strong interpersonal skills
• Strong analytical skills
• NGO Experience
• Experience in Microsoft Office 365

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