Job Description

The IT Support and Procurement Officer plays a crucial role in ensuring the smooth operation of IT support services and procurement functions within ADSM. This role is responsible for managing the Help Desk Ticketing System, providing technical support to end-users, and ensuring efficient procurement and asset management. The ideal candidate will collaborate with end-users, technical teams, and functional consultants to develop and implement solutions that improve operational efficiency and align with ADSM's objectives. Additionally, the role involves vendor management, asset tracking, and ensuring compliance with procurement policies.


#### Responsibilities


• o Help Desk Management: Monitor, assign, and track support requests via email, phone, MS Teams, and ERP systems.

+ First-Line Support: Provide initial troubleshooting and issue resolution for end-users.
+ Escalation: Forward unresolved technical issues to the appropriate support level.
+ ERP & Application Support: Assist users with ERP functionalities and generate documentation for end-user training.
+ Testing & Deployment: Support the team in testing new software releases and infrastructure updates.
+ Documentation: Develop training materials for SiS applications and other ADSM software.
• o Asset Tracking: Barcode all assets, ensuring accurate entry into the ERP system.

+ Inventory Management: Conduct annual asset reconciliation and location verification.
+ Vendor Management:o Identify, register, and evaluate vendors.

o Ensure vendor documentation is up to date.

o Monitor vendor performance and maintain records.

+ Procurement Support:o Ensure all procurement activities adhere to ADSM policies and ERP guidelines.

o Support asset disposal processes following procurement best practices.

+ Reporting: Prepare detailed reports on asset management, procurement activities, and Help Desk operations for management review.
• Set up, operate, and troubleshoot AV equipment for events in auditoriums and classrooms.

o Support video conferencing and presentation systems to ensure reliable operation.

o Work closely with event organizers for customized AV setups.
• Manage digital signage systems on campus, ensuring timely and accurate content updates.

o Troubleshoot and resolve hardware or software issues related to digital signage.
• Install, configure, and manage IP telephony systems, ensuring high-quality call performance.

o Maintain user accounts, voicemail systems, and system integrations.

o Troubleshoot and resolve telephony issues promptly.
• Install, configure, and maintain anti-virus software on servers and endpoints.

o Monitor and ensure that all systems have up-to-date virus definitions and protection measures.

o Respond to and mitigate virus or malware threats, providing reports on security incidents.

o Implement best practices for endpoint security and ensure compliance with institutional policies.
• Support data backup solutions and disaster recovery planning.
• Provide training on the use of ERP, Student Information applications, IT, AV, and security systems and applications.

o Develop user manuals, guides, and FAQs.
• Maintain inventory records of IT, AV, and security equipment.

o Collaborate with procurement for the acquisition of new assets.
• Assist with IT and AV project implementations and system upgrades.

o Support new technology initiatives that improve service delivery.
• Assist with end-user support for all applications used by ADSM/UAEA
• Coordinate with the Vendor for the functioning of the CCTV Infrastructure
#### Skills


• Technical Skills

+ Experience in customer support and IT help desk operations.
+ Proficiency in Microsoft Office and familiarity with ERP systems.
+ Ability to generate detailed reports for management.
• Functional Skills

+ Understanding of business processes such as procurement, inventory management, and accounting.
+ Strong analytical and problem-solving abilities.
• Soft Skills

+ Excellent communication and collaboration skills to engage effectively with technical and non-technical stakeholders.
+ Ability to prioritize tasks, work independently, and contribute in a team setting.
+ Commitment to continuous learning and adaptability to emerging technologies.
• AV Support for Events:

+ Set up, operate, and troubleshoot AV equipment for events in auditoriums and classrooms.
+ Support video conferencing systems and ensure proper connectivity for presentations and lectures.
+ Work with faculty and event coordinators to customize AV configurations for specific events.
• Digital Signage Management:

+ Manage digital signage systems across the campus, including content updates, hardware troubleshooting, and software configuration.
+ Coordinate with departments to ensure relevant and timely information is displayed.