Reports to: Information Technology Unit Head
Location: Rabat, Morocco

The IT Support Officer will provide comprehensive IT support to our Rabat office. The role involves maintaining IT network, Microsoft 365 cloud administration, managing events (virtual, hybrid, or on-premise), and providing customer service. The IT Support Officer will also collaborate with the HQ IT team, suppliers, and service providers to ensure the smooth delivery of IT services and uphold IT standards and policies.

The International Center for Agricultural Research in the Dry Areas (ICARDA) is a treaty-based international non-profit research organization supported by CGIAR. ICARDA’s mission is to reduce poverty, enhance food, water, and nutritional security, as well as environmental health in the face of global challenges including climate change. We do this through innovative science, strategic partnerships, linking research to development and capacity development that take into account gender equality and the role of youth in transforming the dry areas. ICARDA works in partnership with governments, universities, civil society, national agricultural research organization, other CGIAR Research Centers, and the private sector. With its temporary Headquarters in Beirut, Lebanon, ICARDA operates in regional and country offices across Africa, Asia, and the Middle East. For more information: www.icarda.org

All CGIAR Centers are currently engaged into a reform process (“One CGIAR’”) that will help ICARDA and CGIAR achieve better impact through more strategically integrated research, unified governance, an integrated structure, and new research modalities across participating Research Centers. This transformation is supported by CGIAR donors who have committed to increased funding as a result of these reforms.  

- Handle customer and staff queries, ensuring timely and high-quality IT support.
- Provide troubleshooting support for software, hardware, and networking issues.
- Respond to requests from end-users related to Microsoft 365, networking issues, and event setup.

- Maintain and monitor the local network infrastructure, including routers, switches, and VPN connections.
- Conduct regular quality control checks to ensure the functionality and performance of existing ICT infrastructure.
- Collaborate with service providers to resolve connectivity or other network-related issues.

- Manage the Microsoft 365 environment (Teams, SharePoint, Exchange) including user account creation, permission management, and troubleshooting.
- Ensure proper data security measures are implemented and maintained within Microsoft 365.

- Provide technical setup and support for virtual, hybrid, and on-premise meetings using platforms like Microsoft Teams, Zoom, and audio-visual equipment.
- Ensure seamless execution of meetings and events, addressing technical issues promptly.

- Utilize service desk platforms to log, track, and resolve IT issues. Manage tickets efficiently to ensure users receive timely support.
- Generate reports on service desk performance, helping to improve the overall user experience.

- Work closely with the IT team at HQ, external suppliers, and service providers to ensure timely delivery of requested goods and services.
- Assist in managing relationships with third-party vendors to ensure adherence to service level agreements (SLAs).

- Ensure that IT policies and procedures are followed by all users.
- Provide training and guidance to staff on the organization’s IT systems, ensuring optimal use of equipment and software.
- Assist with technical documentation, keeping all records and manuals up to date.

- Maintain detailed documentation of IT infrastructure, processes, and policies.
- Report regularly on IT operations, ticketing system status, and event support metrics.