IT Assistant- QITABI 3

Organization Summary    

RTI International is an independent, nonprofit research institute dedicated to improving the human condition.  Our staff of nearly 6,000 works in more than 75 countries—tackling hundreds of projects each year to address complex social and scientific challenges on behalf of governments, businesses, foundations, universities, and other clients and partners. Through independent research and science-based programs, we are making positive impacts on people and communities around the world. Our diverse team embraces challenges in an inclusive atmosphere that values work-life balance and creates global opportunities for career development. If you’re looking for a dynamic workplace culture, comprehensive benefits, and opportunities to grow, join our team and discover the RTI Difference.   

Division Summary 

IDG’s International Education Division supports education development around the world by strengthening education policy, management and practice in order to achieve measurable improvement in teaching and learning. From our well-established reputation in education system strengthening, to innovative work in early grade assessment and learning, RTI is improving education quality, relevance and efficiency through implementation of projects funded by USAID, The LEGO Foundation, Bill and Melinda Gates Foundation, and other donors and clients.   

Project Summary 

USAID/Lebanon has recently awarded RTI a $97 million USD, five-year Cooperative Agreement to build on nearly a decade of investments in the education system under Quality Instruction Towards Access and Basic Education (QITABI) 1 and 2. The purpose of QITABI 3 is to further strengthen education service government systems to yield student learning improvements across all of Lebanon’s public schools (first and second shifts) and in select low cost private schools that are vulnerable and economically disadvantaged. The activity will target an estimated 350,000 girls and boys in over a thousand of Lebanon’s public schools and vulnerable, economically disadvantaged low-cost private schools and will support the education system’s overall capacity to plan, budget, deliver, monitor, evaluate and institutionalize quality educational services by providing in-depth technical assistance to the Center for Educational Research and Development (CERD) and the Ministry of Education and Higher Education (MEHE).  

Position Summary 

RTI is seeking an IT Assistant to assist the IT Manager with general user and network support, desktop support by troubleshooting desktop hardware and/or software problems, and resolving tasks as assigned in a culturally diverse environment. 

This position will be located in Beirut, Lebanon  and will report to the IT Manager. 

Your primary responsibilities will include but not be limited to: 

• Global Technology Solutions (GTS) Administrative support 
• Ensure compliance with RTI Information Security & confidentiality policies. 
• Assist with properly documenting helpdesk support incidents, system repair, and other project activities using a helpdesk ticketing and/or email system where possible. 
• In general, respond to first level support tasks and escalate any unresolved tickets to the IT Manager.  
• Assist with electronic pool asset management & tracking. 
• To provide support in matters related to PC software and its peripherals (Win10 Pro or Win11 Pro, MacOS, MS Office 365 package, Trellix McAfee Suite, Trellix McAfee FDE, QuickBooks, Adobe products, etc.) including: 
• To ensure Windows, MacOS and other software are maintained and that patches are promptly applied on all computers 
• To ensure the Trellix McAfee anti-virus software is installed; and both, the engine and signature files, are kept up to date 
• To ensure data is backed up and maintained in accordance with RTI GTS policies and procedures 
• To ensure that only licensed software is installed on each end-user’s computer. Every new installation must be reported to the respective GTS Regional Office. 
• To provide user support on hardware-, networking- and software-related issues 
• Provide user support on hardware, networking, and software related issues. 
• Configuring and troubleshooting laptops, desktops & printers 
• Supporting the network infrastructure including ISP, router, Ethernet switch, PABX and VoIP; perform routine Moves, Adds, and Changes whenever needed. 
• Setting up, maintaining, and supporting the IT infrastructure for additional project offices as they are established. 
• Assist with technical specifications, budget, and forecast the IT requirements for the offices and coordinate the procurement for the same. 
• Ensure compliance with RTI Information Security policies, procedures, and standards. Provide training on IT policy to other project staff. 
• Maintain and document location of spare equipment. Be prepared to distribute spares quickly to other locations as needed. 

Qualifications: 

• Bachelor’s degree in computer science/ computer engineering/ information technology and 3 years of experience. 
• Solid knowledge and understanding of Windows 10 or Windows 11 Pro, MacOS, Windows Server 2019, Office 365 (including Outlook, Word, Excel, Power Point, OneDrive, SharePoint, MS Teams), McAfee Trellix Suite, McAfee Trellix FDE, Ivanti Secure Access Client, Ivanti Asset Management, Adobe products, Microsoft HVD, Druva, Zoom. 
• Ability to troubleshoot common hardware, software, and network issues. 
• Ability to meet deadlines and adjust to fast changing priorities. 
• Ability to follow instructions and work autonomously, but also able to recognize when you are in over your head. 
• Ability to quickly gain new skills and knowledge when faced with new challenges. 
• Aware of the ethical and professional standards of IT personnel 
• Strong attention to detail. 
• Must possess good oral and written communication skills and fluency in English. 
• Ability to ask appropriate, relevant questions and get information in order to diagnose computer problems and discern what level of support is needed when a problem is presented.