IT Support Contractor (Service Agreement)

Technology

Amman, Jordan

 About IRAP

The International Refugee Assistance Project (“IRAP”) is a dynamic and growing legal and policy advocacy organization that works to develop and enforce a system of legal and human rights for refugees and displaced people around the world. We are the leading organization providing free and comprehensive legal services to people in need of a safe place to live and a safe way to get there.

IRAP operates offices in the U.S. (New York City, Washington, D.C.), Jordan (Amman), Lebanon (Beirut), and Germany (Berlin). Our global legal and advocacy teams work closely with a corps of pro bono lawyers from leading law firms and multinational corporations, law students, and volunteers from around the world. Through this work, we aim to assist refugees and other displaced people to find safe passage and to transform the landscape of refugee rights. IRAP has over 100 full-time staff members. We are a nimble organization staffed by an innovative and collaborative team that is committed to high standards of quality and close partnerships with our clients, peers, and colleagues.

IRAP believes that diversity is critical to fostering a strong workplace and serving our clients well. We strongly encourage applications from people with lived experiences in the communities that we serve, members of other marginalized communities, and individuals whose identities are underrepresented in 

The Role

The  IT Support Contractor will be responsible for providing support both in person and remotely, primarily to our personnel in Jordan but also to IRAP personnel around the globe, who make IRAP’s vision a reality.

This includes responding to staff tech requests, troubleshooting hardware and software issues, installing and configuring new equipment, assisting with onboarding and offboarding, assisting the IRAP Jordan office’s daily IT Operations, and participating in other Tech and Operations projects as needed. 

The IT Support Contractor will work closely with the Europe IT Specialist, Assistant Director of Technology, and Jordan Operations staff.

The IT Support Contractor reports to the Senior Technology Systems and Operations Manager.

This is an independent contract-based/service-agreement role for a five-month period or less. The contractor will work a minimum of 16 hours/ week up to 64 hours/month.

Responsibilities

• Manage the Amman office IT infrastructure, including installing and maintaining a firewall.

• Lead the Tech onboarding and offboarding processes in Jordan, including keeping inventory records up to date.

• Walk staff through the problem-solving process in a friendly and helpful way and follow up to ensure their issues have been resolved.

• Lead or assist with the procurement, setup, cleanup, maintenance, recycling, and inventory of hardware in Amman.

• Troubleshoot hardware, software, and local network issues for staff in Jordan and sometimes for remote staff.

• Assist with creating & updating internal documentation as needed.

• Assist with training staff on using IT resources and software applications, as needed.

• Collaborate on projects with other members of the Tech Team or Operations.

• Research vendors for recycling, donating, or destruction of a few computers, phones, and peripherals.

• Other tasks and responsibilities as assigned.

Qualifications

Education

• A bachelor’s degree in technology or a related field.

Experience

• At least 2 years of experience in a technical support role.

• Networking and firewall experience is preferred.

• Experience supporting Windows PC, MacOS, and iOS devices.

Values, Competencies, Skills

• Experience supporting Windows PC, MacOS, and iOS devices.

• Ability to listen well, express ideas clearly, and solve problems competently.

• Aptitude for working both autonomously and collaboratively within a team, across varying seniority levels.

• Capacity to identify, prioritize, and manage your work.

• Willingness to learn new technologies as the need arises.

• Meet the needs of staff with interest and empathy.

• Openness to feedback and a bias towards continuous improvement of work.

• Fluency or high proficiency in Arabic and English, both written and verbal.

• Preferred: familiarity with one or more of the following: Jamf Pro, Microsoft Intune and Entra, Cisco Meraki, Okta.

Compensation

Compensation is based on experience, education, and internal equity. 

The hourly rate is $25.89/hour - subject to Jordanian law deductions.

Job-Related Requirements

• The position is based in IRAP’s office in Amman, Jordan.

• This position is onsite, and the schedule of hours will be determined and agreed on between the contractor and IRAP. 

• The number of working hours will be 64 hours per month.

IRAP is committed to the full inclusion of all qualified individuals. As part of this commitment, IRAP will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please refer to your request in the cover letter.

IRAP is an equal opportunity employer; people of color and individuals from diverse backgrounds are encouraged to apply. IRAP does not discriminate based on race, color, national origin, citizenship status, ethnic background, religion, political orientation, gender, sexual orientation, gender identity, age, disability, or any other protected class. We consider all qualified applicants with criminal histories in a manner consistent with the requirements of all local, state, and federal laws related to the Fair Chance Act.