Accountability and Complexity

• Ensure reliable IT service delivery and user support.
• Manage user accounts, identities, and licenses.
• Maintain and secure IT infrastructure and devices.
• Uphold information security and compliance.
• Oversee IT assets, procurement, and supervision activities.

User Support

• Utilize the IT support ticketing system to troubleshoot users’ computer problems, determine sources of issues, and deliver appropriate solutions.
• Support RI NWS / Damascus staff to access IT-managed services.
• Setup new users’ accounts and assist users to maintain active profiles throughout IT-managed systems within NWS-Damascus offices.

Account Management

• Create all new accounts and groups on Azure Active Directory.
• De-activate accounts for terminated staff.
• Keep the profile info up to date in Azure AD in coordination with HR.
• Manage and track all the NWS-Damascus users' paid licenses.

Computer Systems and Peripherals Monitoring and Maintenance

• Install and configure computer operating systems and all RI software on the new laptops or re-assigned laptops following RI standards.
• Plan and undertake scheduled maintenance to ensure all NWS-Damascus computers are up to date with important software and system updates in the Iraq Hub Offices in NWS-Damascus
• Manage and keep track of IT Equipment Database for RI NWS-Damascus offices.
• Install drivers for all new peripheral devices on laptops.

Network Monitoring and Maintenance

• Perform regularly scheduled network equipment maintenance to ensure the network is running smoothly.
• Monitor networking firewalls and enforce network security policies for all offices in NWS-Damascus
• Diagnose and fix network problems or potential problems.
• Maintain other networked equipment, including but not limited to printers, scanners, VoIP phones, and web conferencing systems.
• Keep backup internet ready for all offices and trips and for new visitors.

Information Security Response

• Monitor and response to security alerts associated with Syria users in the MS Defender 365 Thread Response portal.
• Ensure all the local devices are free of virus/malware, and the protection agents are up to date.
• Coordinate with Cyber Security Working Group in response to any cyber-attacks targeting local users or devices.

IT knowledge and user training

• Complete and fulfill all IT training requirements.
• Maintain knowledge of industry trends and support best practices.
• Provide basic IT user training and orientation to NWS-Damascus staff.

IT Procurement:

• Preparing and planning all requests related to information technology PRs.
• Follow up and prepare all PR’s related to software licenses.
• Providing support to anything related to procurement plans for information technology and Network equipment.

NWS IT Supervision:

• Coordinate IT activities across RI offices in NWS/Damascus.
• Ensure the global IT policies and procedures are enforced.
• Monitor and audit IT Equipment Database, enforce IT equipment procurement and assignment procedures coordination with Supply chain Operation Manager and Regional IT coordinator.
• Administrator for IT software/systems.
• Integrates reports from different NWS-Damascus Offices such as IT Equipment Database, IT Audit Report, Annual IT Procurement Plan, etc. and provides inputs to NWS-Damascus Country Support Office Plan.
• Any other tasks required by Supply chain Operation Manager and Reginal IT coordinator.

Assets Management

• Support all aspects of asset inventory management for office items and report to the Senior Supply Chain and Operations Officer, in coordination with the Area Manager in NWS.
• Ensure all assets are properly tagged and that the main asset register is regularly updated.
• Coordinate with Procurement to register and tag all newly purchased assets for the office.
• Report and manage any stolen or damaged assets in line with RI policies and procedures.
• Support the program team, in coordination with the Area Manager, in matters related to asset donation or disposal in accordance with RI policy.
• Perform any other duties as assigned.

Behavior and Conduct

• Will ensure the highest standards of behavior inside and outside of work promotes the values in RI’s code of conduct and safeguarding policies
• Will be a model for ethical conduct standards for other team members
• Will ensure own actions and the actions of the teams members they manage do not impact the safety of the RI team and the vulnerable communities we serve
• Will ensure external stakeholders are aware of RI conduct and reporting mechanisms
• Report any concerns