Job Title: IT and Testing Assistant

Position Classification: Program Assistant

Working Hours:  Full-Time

Unit/Project:  AMIDEAST Aden

Reports to: Office Director                                        

Overview:

The IT and Testing Assistant provides technical support to AMIDEAST Yemen staff and in some cases customers, helping develop and implement IT standards and policies, and providing technology support and solutions to meet the needs of the organization. The IT and Testing Assistant will help in the implementation and management of the software applications and the hardware infrastructure which support AMIDEAST’s local operations. The incumbent also supports and backstops the International Education Assistant as needed.

Tasks and Responsibilities:

IT Duties:

• Administer and maintain functionality of Active Directory, Print servers;
• Perform administration and maintenance of cloud services including but not limited: Microsoft 365, Teams, Zoom, Google Sweep, and Trello;
• 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 for the security systems on-premises (surveillance, alarm, fire, etc.);
• Coordinate with local Internet and telephone service providers and maintain office phone system;
• Maintain hardware and software for employees, resource centers, labs, and training rooms;
• Ensure that AMIDEAST computers, IT equipment and software are fully operational and up to date and staff are always able to utilize them properly;
• Provide classroom and computer lab support to ensure AMIDEAST courses are delivered to clients on-site;
• Handle IT procurement according to AMIDEAST’s procurement procedure;
• Receive IT equipment and supply orders, verify brand and quantity, store in the IT storage room, and maintain office IT fixed assets;
• Responsible for processing old computers, hardware repairs, replacements, and data sanitization for the purposes of hardware disposal;
• Respond to Helpdesk tickets and provide daily support of network, desktop, software, and hardware for Country Office users;
• Implement and enforce AMIDEAST policies and standard operating procedures;
• Provide technical awareness/training to office users where applicable;
• Work closely with the regional IT team on technology improvements and changes as needed, as well as developing the annual IT budget for the Country Office;
• Assist in maintaining the office solar system powering the IT equipment;
• Maintain inverters and UPS batteries and replace as needed;
• Train and coordinate IT interns;

Testing Duties:                                     

• Serves as a test center supervisor and proctor as needed;
• Assure support for computer-based testing and is certified to serve as an official proctor;
• Conducts test registrations as needed;
• Backstops International Education Assistant during peak periods and absences;
• Assists with clerical and mailroom activities, including photocopying, distributing incoming mail and courier, and responding to general phone inquiries; and
• Any other duties assigned by the supervisor and Country Director.

Position Requirements

Formal Education and Certification

• University degree in computer science or information technology.
• Certifications in A+, CCNA, and Network+ are preferred.

Knowledge and Experience

• A minimum of 1 year of work experience in the IT field.
• Strong technical knowledge of network and PC operating systems.
• Knowledge of cloud technologies such as Microsoft Azure and proficiency in Microsoft 365.
• Strong technical knowledge of current network hardware, protocols, and standards.
• Extensive application support experience.
• Proven experience in IT infrastructure planning and development.
• Strong knowledge of applicable data privacy practices and laws.
• Demonstrated excellent level of English proficiency in the four skill areas: speaking, listening, reading, and writing.
• Ability to conduct and direct research into IT issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Ability to work flexible hours.
• Home internet access (for dealing with any IT emergencies).

Understanding:

This description is not intended to be all-inclusive, and the incumbent will perform other reasonable business-related duties as assigned by his/her supervisor, when necessary.  AMIDEAST/Yemen reserves the right to change duties and responsibilities as the need arises.