Project ICT Support Specialist, Jordan

## Project ICT Support Specialist, Amman, Jordan - Organization:UNRWA - United Nations Relief and Works Agency for Palestine Refugees in the Near East - Office:UNRWA Amman, Jordan Organizational Setting and Reporting UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. - Justification for use: JFO IMTO will lead the implementation and design of the Education Digital Transformation Project (KfW), which aims to expand access to devices and connectivity for both students and teachers. The project will also contribute to upgrading school infrastructure, including but not limited to enhancing the school network, improving internet connectivity, and providing the necessary wireless access across school facilities, classrooms, and tablets. As we move forward with the implementation of the digital transformation project funded by KfW, we anticipate a significant increase in incidents and service requests. To ensure continuity in delivering efficient technical support throughout this initiative, the project has proposed the establishment of five ICT positions. Among these, a Senior Service Desk Officer role is essential to provide sustained support for the duration of the project, which requires one full year of dedicated service. (i) Title of Supervisor: HFIMTO or field IMT infrastructure officer (ii) Title of Supervisee/s: service desk Officers- LDC (iii) Working conditions: Office environment with access to telephone, PC and other automation equipment, internet, and intranet. Some local travel may be required. 1. Plans and manages the technical and administrative aspects of IT service desk function, in line with established Agency service delivery policies, procedures and standards, including: 2. Monitoring the operation and performance of the service desk activities and initiates necessary actions to enhance performance. 3. Ensuring that incidents and requests are handled according to agreed procedures. 4. Ensuring that documentation of the supported services is available and in an appropriate form for those providing support. Creating and maintaining support documentation. 5. Coordinates and organizes deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgates to users of such systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced. 6. Manages end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administers relevant service contracts preparation and management; prepares survey reports for obsolete or surplus end-user Information Management and Technology (IMT) assets and other resources. Coordinates preparation and certifies applicable Requests for Purchase for end-user hardware and software, co- ordinates with Procurement and Logistics Office on related procurement activities. 7. Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required. 8. Ensures accurate end-user IMT resources (e.g., workstations, laptops, mobile devices, software etc.) inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system. 9. Complies with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines, conducting training to business counterparts and team members as required. 10. Completes the integration of digital environment at all schools and health centres and follow-up the preparation, installation and implementation of the Wi-Fi as a service at UNRWA schools, follow-up the installation of the passive network (cabling), follow-up the installation of Wi-Fi access points and the configuration of them and Work on full documentation of the project phase by phase. 11. Participate in a training session for teachers, and health staff members in 12. Following up with vendors & suppliers and other partners involved into implementation of services. 13. Works on the ICT inventory at schools as these IT devices will be a part of the project and they will be used during the digital learning process. 14. coordinates with the field ICT service units in the service and incidents requests UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. - Planning and organizing. - Creating and innovating. - Leading and supervising. - Adapting and responding to Change. - Effective decision making. - Recognized first degree from an accredited educational institution science information technology, electrical computer engineering, or related discipline. Job - Specific Qualification Indicate your current involvement in any outside activities, as it is required. Including but not limited to employment, independent contractor/freelance consultant, board member (corporate, academic, etc), expert group, lobby, public speaking/writing (article, book, blog, social media etc), teaching, conferences, training, press statement, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or orgs, owning business, work for gov./NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not. A “yes” answer doesn’t necessarily lead to exclusion from future work at UNRWA, yet misrepresentation in providing accurate/complete info can lead to disqualification/termination of appointment, if hired. - You are required to have at least four years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery. - You are required to have a recognized first degree from an accredited educational institution science information technology, electrical computer engineering, or related discipline. - Are you currently residing in Duty Station. It is required that you specify your current location. - You are required to have a strong command of spoken and written English and Arabic Candidates are required to make a declaration as to whether they have any current or past affiliations with non governmental organizations, academic institutions, political organizations, military, or have/are engaged in activities or have made any public statements, that could be seen to impact their neutrality, objectivity or independence in the performance of their duties for the UN / UNRWA. Any declaration will not necessarily disqualify candidates from consideration for this post. English and French are the working languages of the United Nations Secretariat. For this job opening, EnglishandArabic are required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details). During the assessment, the applications will be given preference based on the following desirabl