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ICT Helpdesk Officer


Position Title: ICT Helpdesk Officer


  • To provide permanent technical assistance for WV SR-J infrastructure and staff.

  • To ensure successful operation of all IT related function in compliance with all WVI and WV Jordan policies and standards.

  • Ensure quality of all IT function, analyze and address IT performance issues

Major Responsibilities:

1. Customer Service

  1. Ensure IT equipment’s safety, daily readiness and its working conditions in all Syria Response Jordan office

  2. Prioritize, coordinate and resolve 1. Level Support of Costumer Service/Helpdesk incident requests.

  3. Responsible for Installing, Configuring and Maintaining all computers, printers etc. in Syria Response Jordan office

  4. Visits remote sites if needed performs maintenance and assessment of the situation;

  5. Prepare user manuals that describe frequently used procedures. Prepare and conduct small training sessions

2. Systems Administration

  1. Assist in Network administration network design, management, troubleshooting, documentation, security, and firewall and virus prevention as well.

  2. Testing quarterly proper access to new global organizational systems through benchmark test for all Syria Response Jordan site

  3. IT Asset monitoring

3.Procurement of Hardware and Software

  1. Purchasing of IT equipment for SR-J and making recommendations in accordance with present situation and standards when necessary;

  2. Liaise with external vendors and service providers related to repairs and delivery of equipment.

4. Other Responsibilities

  1. Be aware of the Humanitarian and Emergency Affairs (HEA) standards and operational imperatives in IT area and to ensure that necessary preparedness measures have been implemented.

  2. To support WV's response in emergency situations in SR-J, and be prepared and conduct work which is eventually not directly related to this JD. In emergency situation the SR-J Crisis Management Coordinator will lead the "emergency response activities", and all SR-J staff may need to be asked to follow a different reporting structure as outlined in this JD.


Secondary Education


Two but minimum one year of experience in providing IT services to different profile of customers in business environment.

Knowledge & Skills:

  • Specialized formal training on IT systems (like Microsoft or Cisco certification)

  • Excellent communication skills (verbal and written)

  • Proven technical computer skills in Microsoft Office Software, different antivirus solutions, computer network environment (LAN and WAN), backup and restore system and PBX telephony

  • Good knowledge of English language (written and verbal).

  • Excellent organizational skills and ability to prioritize

  • At least two years of active driving skills

  • Ability to perform well individually and as team member

  • Good problem solving skills.

  • Knowledge of Lotus Notes mail system

  • Position may require up to 10% of travel