ORGANIZATION DESCRIPTION

Established in 1951, Amideast is an American nonprofit organization dedicated to creating hope, opportunity, and mutual understanding among people in the Middle East, North Africa, and United States through life-changing opportunities for education and cultural exchanges. Working with local, regional, and international partners, we provide programs and services that improve educational opportunity and quality, expand access to U.S. study, empower youth and women, strengthen local institutions, and develop language and professional skills for success in the global economy. Headquartered in Washington, D.C., Amideast operates offices in 11 countries in the MENA region. For more information, visit us at www.amideast.org.

POSITION DESCRIPTION

Under the supervision of the Human Resources and Operations Manager, the incumbent is responsible for the management of the daily IT operations and activities at the Office. The fundamental tasks of the IT Specialist are to plan, coordinate and implement the design, installation, and connectivity of computer and network systems to ensure the stable operation of the IT assets in Amideast/Jordan. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing network and user hardware, software, and communication links. The IT Specialist also maintains the reliable and efficient functionality of all equipment and infrastructure devices, as well as troubleshoot and resolve end user hardware and software problems in a timely and accurate fashion.

10% of the incumbent time will be allocated to follow up on building maintenance issues.

RESPONSIBILITIES

• Monitor and maintain local servers and systems
• Administer and maintain functionality of Active Directory, File, and Print servers
• Run and monitor data backup process and restore data when needed
• Install and rack new equipment/devices in computer room
• Work with systems for endpoint device management. Including software distribution, updates, and patching endpoint protection
• Install, maintain, and troubleshoot servers’ hardware and software
• Install, maintain, and troubleshoot local LAN, WAN, Wireless and telephone infrastructure
• Install, maintain, and troubleshoot network environment including devices, network ports, Switches, Patch Panels, and Patch cords
• Responsible of the security system in the premises (surveillance, alarm, fire, etc.)
• Liaise with local internet, telephone, and other technology service providers
• Monitor servers, network, and services, analyze log files and investigate errors to diagnose and correct problems
• Solve user problems such as computer and printer difficulties, software problems, email, communication tools etc.
• Maintain hardware and software for employees, resource centers, and training rooms
• Provide classroom and computer lab support to ensure Amideast courses are delivered to clients on-site
• Ensure that Amideast/Jordan’s computers, IT equipment and software are fully operational and staff can utilize them properly at all times
• Ensure software is updated and appropriate in response to Amideast needs
• Ensure that helpdesk tickets are closed or escalated promptly
• Ensure regularly scheduled technical tasks are accomplished on time
• Clearly document features, technical specifications, and infrastructure requirements for technical work and job processes
• Monitor industry trends, technologies, and standards
• Research, recommend, and apply new technologies as mandated by Headquarters
• Work with the regional IT manager on planning the annual IT budget for the office
• Handle IT procurement according to Amideast’s procurement procedure
• Receive IT equipment and supply orders, verify brand and quantity, and store in the IT storage room,
• Responsible of old computers, hardware repairs upgrading
• Work closely with the regional IT manager on technology improvements and changes as needed
• Provide guidance and training to Amideast/Jordan users as needed
• Other tasks requested by direct line manager, regional IT manager and/or Country Director
• Follow up with maintenance people on general building maintenance issues
• Follow up on maintenance tickets received by the Operations department. Those tickets vary from air conditions, electricity, door lock issues to following up with the landlord representative on building insulation issues
• Incumbent will be expected to call the maintenance people and ensure they are following the proper methods to solve the issue

QUALIFICATIONS AND SKILLS

Required

• A bachelor’s degree in Information Technology or equivalent
• A working knowledge of the current Microsoft Windows Desktop, Server, and Network Operating Systems, and Office
• A working knowledge of Microsoft Active Directory environment
• A working knowledge of computer labs technologies and connectivity
• A working knowledge of Internet protocols, VPN and Firewalls
• Proficiency in network infrastructure design, topology, and configuration
• Proficiency in network troubleshooting, monitoring, and maintenance
• Proficiency in desktop applications, software & Hardware troubleshooting
• A working knowledge of security camera systems, backup systems, and enterprise endpoint protection 
• Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles
• Preferred Knowledge in ITIL Foundation Certification
• Preferred Knowledge in MCTS (Microsoft Certified Technology Specialist)
• A minimum of 2-3 years of relevant experience
• Experience supporting a LAN/WAN environment
• Experience supporting end-user networks in a Microsoft environment
• Proficiency in Arabic and intermediate level of English Language proficiency is B1 and above (CEFR Level Alignment)
• Ability to work independently with minimal supervision
• Ability to multi-task and prioritize responsibilities
• Ability to communicate clearly with users on all levels – individually, in groups, and in writing
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to effectively document technical work
• Keen attention to detail
• Approachable and professional
• Service-oriented: Actively looking for ways to help people
• A self-starter, positive work attitude and a team player
• Respects and exercises confidentiality
• Dependable and professional

WORK ENVIRONMENT

The incumbent in this position will work in a professional office environment and will utilize the following equipment when working from the corporate office or remote home office (either on a full time, temporary, or hybrid basis).

• Computer (laptop or desktop)
• Printer/Photocopier/Scanner/Fax
• Telephone
• Server and other IT equipment

Up to 5% business travel may be needed to support Amideast/Jordan as needed.

The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is an overview of the major functions and requirements of this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of the position; the Employee’s Manager may assign other duties as related or as otherwise deemed appropriate and necessary within the general scope, without the need for additional compensation.

Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.

Amideast provides covered training opportunities for its staff within its current portfolio of offered services and that it invests in the advancement of its staff’s capabilities and skills to better perform at their roles.

Please note only the shortlisted candidates will be contacted. Interviews will be conducted on rolling basis and the vacancy will be closed when filled.