IT Support Officer

DAI is seeking highly qualified candidates for the following position:

IT Support Officer

Project: Small and Medium Enterprise Assistance for Recovery and Transition (SMART)

Expected Start Date: ASAP

Level of Effort: Full-time

Location: Ramallah, Palestine

Background

The purpose of Small and Medium Enterprise Assistance for Recovery and Transition (SMART) Activity (SMART Project) is to rapidly recover the Palestinian small and medium enterprises (SMEs) and put them on a path to revitalization following the unprecedented COVID-19 crisis. SMART helps SMEs regain productivity, grow and expand. It promotes economic growth and self-reliance in the West Bank and Gaza.

Purpose

The IT Support Officer is responsible for oversight of IT needs for all offices under the specific contract, including system installations, maintenance, support and technical advice to client. IT Support Officer is responsible for ensuring that DAI established standards set by the DAI home office are followed and that proprietary project solutions are efficient and cost effective.  IT Support Officer oversees the development of manuals for network and workstation support when needed, recruits and supervises Network Support Assistant and/ or relationships with outside System Support Company. 

Responsibilities also include the oversight of LANs (Local Area Networks) at the various project offices.  He/she will ensure that proper back up, anti-virus and disaster recovery procedures are followed and that end users have access to shared files, printers and email.   

The Office of Information and Management Technology (OIMT) will provide the IT Support Officer with guidelines and support for System Administration at every level. It is the responsibility of the Information Support Officer to keep OIMT informed of issues and/ or proposed system modifications (hardware and software purchases) via tools provided by OIMT IT Operations team such as request templates, DAI technical support email address. OIMT will provide IT Support Officer with guidelines and responsibilities document, daily tasks and other necessary documentation and training.  

Specific Primary Responsibilities 

• Local network maintenance and installation (cabling, switches and NIC configuration TCP/IP, NAT, TCP/IP printing, windows network and domain services on TCP/IP); 
• WAN connectivity and maintenance (Internet connection and services, and devices configuration and maintenance); 
• Server and server application maintenance and installation (Hardware integration, Windows 2008 server installation and maintenance, LAN and WAN connectivity, Lotus Domino and messaging system, FTP services, Kaspersky Antivirus Business Security installation and maintenance); 
• Client computer hardware and application installation, configuration and maintenance (Laptops, Desktops, MS Windows XP Pro or Windows 7 Pro, MS Office Suite, Lotus Notes and other mail clients, Kaspersky AV); 
• User support; 
• Managing and supervision of part-time/ full-time Network Support Assistant and/ or support provided by local companies; 
• Responsible for all of the above-mentioned tasks in Project’s field offices;  
• Regular communication with the Home Office OIMT IT Operations team regarding network, system hardware and software changes/ issues/ updates and user registration, updates and termination; 
• Provide assistance in procurement and evaluation of all technical equipment (including phones, copiers, etc.); 
• Administer IP PBX extensions; 
• Maintain IP PBX hardware and Phones; 
• Communicate with OIMT IT Operations team regarding implementation of special features on the system; 
• Assist local office managers in properly inventorying IT equipment; 
• Advise in procurement process. 

Deliverables 

• Stable and functional LAN environment; 
• Functional network services that include but are not limited to email, printing and file sharing capabilities, access to the Internet and remote access capabilities; 
• Timely and customer-oriented support to end users. 

Technical Knowledge Requirements

• PC and Server support experience; 
• Knowledge of Windows Server& Windows Client operating systems; 
• Knowledge of Windows network services: AD, DNS, DHCP, Print and file sharing; 
• Experience or basic knowledge of Lotus Notes Client Administration, and replication within a WAN; 
• Knowledge of backup and restore services; 
• Physical and logical LAN and WAN infrastructure principles; 
• Communication equipment and VPN services. 

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Qualifications

• A Bachelor’s degree in Computer Science or any related field.
• At least three years of experience in IT support.
• Prior work experience with USAID funded projects and good knowledge of USAID regulations and procedures is a plus.
• Good knowledge of the English language (Written and spoken).
• Team player and good communication skills.
• Proactive in solving issues. 

Reporting 

The IT Support Officer will report to the Senior HR and Admin Officer. 

To Apply:  If you would like to be part of a dynamic project team and are interested in submitting your CV for consideration, please apply through the following link:

SMART Project - IT Support Officer (formsite.com)

Individual position postings including job description and qualifications sought can be viewed at the link provided. Only shortlisted applicants will be contacted for additional information.

All applications must be received no later than Tuesday, May 14, 2024.

About DAI: DAI is a global development company with corporate offices in the United States, the United Kingdom, EU, Nigeria, Pakistan, and Palestine and project operations worldwide. We tackle fundamental social and economic development problems caused by inefficient markets, ineffective governance, and instability. DAI works on the frontlines of global development. We are committed to shaping a more livable world.

DAI is an equal opportunity/affirmative action employer with a commitment to diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.