ITS/IM Helpdesk Assistant (Beirut or Zahle)

Major Duties and Responsibilities:

ICT Technical Support

• General ICT
  • Ensure the basic technology systems are in place and operational
  • Maintenance of the ICT Helpdesk to track and assist all staff with ICT requests and needs
  • Documentation of all ICT systems, updates, and support decisions and records with file notes
• ICT Equipment
  • Install, configure, maintain, repair, and trouble shoot all ICT EQ: computers, tablets, phones, printers, routers, UPS, etc.
  • Support logistics on the repair and diagnostics of ICT EQ including EQ health checklist, damage reports, repair forms, and EQ spot checks
• Software
  • Provide software and system troubleshooting and support
  • Install, maintain, troubleshoot, and update operating systems and user applications
  • Proactively schedule software upgrades and patching
• Network
  • Monitor network to ensure network functionality and availability to all system users
  • Install, maintain, troubleshoot, and repair cabled, wireless and other network infrastructure
  • Troubleshoot user internet connections
• User Maintenance
  • Ensure computer is set up prior to new hire start date and any related moves
  • Contribute and handle the onboarding and offboarding of users
  • Request and setup new user accounts and email accounts
  • Troubleshoot, and repair user accounts and email accounts, assist in resetting passwords
• Global ITS
  • Solve ITS requests for Lebanon based on needs
  • Contribute to complete ICT reports as requested to HQ for HQ to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans
  • Giving access to other services
  • New systems migrations and transmissions
  • Contribute in Global ICT policies and procedures in country
  • Conduct training as need be on new software used globally

• Information Management Support

• • Update and maintain Dashboards and support with other dashboards when needed
  • Create and maintain surveys using ODK/Survey123
  • Identify gaps and technical needs and come up with solutions for these challenges
  • Creation and support of IM tools
  • Support in training for Medair teams, partners or different NGOs as needed
  • Support logistics activities
  • Any other duties assigned related to this job description

General

• • Travel between bases as required to provide IT Support
  • Be flexible, willing to assist in other areas of work as relevant and needed
  • Maintain a transparent, honest and supportive communication structure with the Medair team, with communities, beneficiaries and donors

Person Specification:

• Post-secondary studies in IT, Computer Sciences, or related areas
• Familiar with XLS Form Application (ODK)
• Advanced knowledge of computers, smart phones, tablets, routers, printers, servers, and other basic equipment
• Computer skills including MS Office, MYSQL or other database applications
• Excellent computer skills (all MS programmes)
• Basic computer programming skills
• IT essentials or Comp TIA+, use of Jira Helpdesk
• NGO experience desirable
• Fluent in english and arabic (written and spoken)
• Organized, self-motivated, able to prioritise and time manage
• Able to cooperate in a team, excellent interpersonal skills
• Flexible, honest, reliable, able to works under pressure