Help desk Consultant (Office based) – Ref#577202

This role supports key projects including Windows 11 migration, Cloud Printing, Secure Access deployment, and workspace relocations amid UNICEF House renovations—enhancing operational efficiency and user experience across UNICEF’s New York office

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. 

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone. 

And we never give up. 

For every child, hope.

 

Consultancy Title: Help desk Consultant

Section/Division/Duty Station: Division of Financial and Administrative Management, Central Services Center, UNICEF NYHQ

Duration: 1 December 2024  to 31 March 2025

Home/ Office Based: NYHQ / Office Based

 

About UNICEF 

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world’s leading children’s rights organization would like to hear from you. For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children’s survival, protection and development. The world’s largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments. UNICEF has over 12,000 staff in more than 145 countries.

 

BACKGROUND

Purpose of Activity/ Assignment:

With the establishment of Central Services Center (CSC), NY IT Help Desk Team is deploying its services in collaboration with Facilities Help Desk, Computer Focal Points while continuing to implement major ICTD projects: Migration to Windows 11, Cloud Printing, deployment of Secure Access and supporting Facilities Management with several relocations in line with renovations projects at 3 UN UNICEF House.

Scope of Work:

Under the direct supervision of the Sr ICT Associate, the consultant will perform:

• Backups of 600 computers’ data to OneDrive.
• Upgrade 600 computers from Windows 10 to Windows 11 using UNICEF standard image.
• Configure 600 profiles and install O365 applications.
• Provision 100 computers to end-users and setup Secure Access.
• Relocate and setup 50 workstations from 5th floor, 11th Floor, 633 Third Ave, back to 3rd Floor, UNICEF House, in coordination with relocation requests submitted in Service Gateway:

 

Terms of Reference / Key Deliverables:

Backups: Backups of 600 computers’ data to OneDrive (31 March 2025).

Operating System upgrade: Upgrade 600 computers from Windows 10 to Windows 11 (31 March 2025).

Software configuration: Configure 600 profiles and install O365 applications (31 March 2025)

Hardware provisioning: Provision 100 computers to end-users and setup Secure Access (31 March 2025)

Relocations support: Relocate and setup 50 workstations from 5th floor, 11th Floor, 633 Third Ave, back to 3rd Floor (31 March 2025)

 

Qualifications

Education: 

Completion of Secondary education is required, supplemented with training in Computer Science, Information Systems, Telecommunications or Engineering.

 

Work experience:

Knowledge/Expertise/Skills required *: 

• Minimum of five (5) years relevant IT experience within UNICEF in Information Technology (IT) is required, as well as systematic methods of troubleshooting, analytical problem solving, and assisting end-users on ICT products and services.
• Working knowledge of ITIL Service Delivery and Customer Relationship Management (CRM) systems.
• Completion of A+ Certification, or equivalent working experience.
• Advanced knowledge of Windows 10/11 and the Microsoft Suite of Products (including Word, Excel, and PowerPoint).
• Fluency in English is required.

 

Requirements:

Completed profile in UNICEF’s e-Recruitment system and

– Upload copy of academic credentials

– Financial proposal that will include/ reflect :

• • the costs per each deliverable and the total lump-sum for the whole assignment (in US$) to undertake the terms of reference.
  • travel costs and daily subsistence allowance, if internationally recruited or travel is required as per TOR.
  • Any other estimated costs: visa, health insurance, and living costs as applicable.
  • Indicate your availability

– Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF.

– At the time the contract is awarded, the selected candidate must have in place current health insurance coverage.

– Payment of professional fees will be based on submission of agreed satisfactory deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

U.S. Visa information:

With the exception of the US Citizens, G4 Visa and Green Card holders, should the selected candidate and his/her household members reside in the United States under a different visa, the consultant and his/her household members are required to change their visa status to G4, and the consultant’s household members (spouse) will require an Employment Authorization Card (EAD) to be able to work, even if he/she was authorized to work under the visa held prior to switching to G4.  

Only shortlisted candidates will be contacted and advance to the next stage of the selection process

For every Child, you demonstrate…

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results. View our competency framework at: Here

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check. 

Remarks:  

Individuals engaged under a consultancy will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants. Consultants are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.