SCOPE OF WORK

Projects Background:

The Jordan Himaya Activity aims to enhance the availability and quality of essential services and protection for survivors of domestic and sexual violence in Jordan. The project has two outcomes: 1) survivor-centered institutional capacity improved, and 2) legislative frameworks for protecting survivors and responding to violence strengthened. To achieve these outcomes, the project will apply a survivor-centered systems-strengthening approach to improve prevention, response, and protection services, and to support the development and implementation of survivor-centered legislation and policies.

2. Position Description:

The IT Officer will provide on-site technical support for the deployment of an automated case management system across multiple locations and entities in Amman and compliance with national policies and standardized procedures. Technical support will include staff training, technical assistance, and on-job support. In addition,  s/he will provide first-level technical support for the Himaya project. Responsibilities include installation, troubleshooting, maintenance of hardware/software, and coordination with external service providers. The IT Officer will formally be under the supervision under the supervision of Systems Strengthening & Implementation Lead and, with technical guidance from DAI’s home office IT team and the Office of Information and Management Technology (OIMT) and the director of Finance and Operations.

Key Duties and Responsibilities:

A. Case Management System Deployment:

• Provide on-site technical support for the deployment of the DSV Case Tracking System across various locations in Amman.
• Troubleshoot technical issues and adapt the system to local needs.
• Train staff (e.g., case managers, social workers) on system use, data entry, reporting tools, and security protocols.
• Provide on-the-job technical assistance and monitor system usage.
• Collect feedback, identify challenges, and recommend improvements.
• Ensure adherence to data security, confidentiality, and best practices.
• Support data entry and generate regular progress reports.

B. Support for IT Systems and User Support:

• Maintain IT infrastructure (computers, printers, network equipment).
• Perform preventive maintenance.
• Handle setup and imaging of new machines.
• Monitor system performance and conduct routine troubleshooting.
• Support data backups and antivirus updates.
• Address LAN and internet connectivity issues.
• Provide end-user support for hardware, software, and applications.
• Manage user accounts and permissions (e.g., TAMIS access).

C. Support for Network, Security, and Inventory:

• Maintain network security protocols and ensure compliance with DAI standards.
• Assist in configuring and maintaining network components.
• Support market research and procurement of IT equipment.
• Maintain accurate inventory and assist with annual IT audits.

D. Communication and Coordination:

• Liaise with OIMT and local service providers to resolve issues and propose improvements.
• Report major incidents and contribute to IT status updates.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field; IT certifications are a plus.
• 2–3 years of relevant IT experience; experience with donor-funded programs preferred.
• Experience in electronic case management systems is preferred.
• Proven ability to work in multiple locations and adapt to different organizational environments.
• Proficiency in maintaining and troubleshooting computer systems, networks, and software.
• Familiarity with Windows environments and basic network configuration.
• Strong communication, organizational, and customer service skills.
• Fluency in Arabic; working knowledge of English preferred.