Information Technology Assistant

Org. Setting and Reporting

This position is located in the Operations Section (OS), Regional Service Management Service (RSMS), Operations Support Division (OSD), Office of Information and Communications Technology (OICT). The incumbents report to the Chief of Section, Chief of Unit or a more senior Information Technology Assistant. The Office of Information and Communications Technology (OICT) is leading the digital transformation of the Organization to enable a better, safer, more sustainable future through secure, reliable, and innovative technology solutions. OICT is committed to achieving 50/50 gender balance and geographical diversity in its staff, and female candidates are strongly encouraged to apply for this position. OICT supports the principles of work-life balance and flexible work arrangements.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties:

SYSTEM AND NETWORK OPERATIONS AND ADMINISTRATION

• Occasionally supervises a team of staff for specific projects.
• Installs, configures, tests and deploys Telecommunications, Local Area Network, Operating Systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, and various security hardware and software.
• Performs administration, operation, technical support, and monitoring of systems and networks.
• Undertakes basic troubleshooting of systems and network. If the problem persists, escalates to higher level in accordance with procedures.
• Liaises with other groups of OICT and the user Departments for maintaining the efficient and reliable operations of systems.
• Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards
• Collects various statistics on the performance and reliability of systems and produces pertinent reports.
• Coordinates with Internet Service Providers for on-site visits and for upcoming maintenance and prepares Change Management Announcements.
• Provides guidance and training to new/junior staff.
• Prepares, maintains, and updates files (electronic and paper) and internal databases.
• Drafts documentation and reports.
• Performs other related duties as required.

SERVICE INSTALLATION AND SUPPORT

• Receives and logs problem calls or service requests in the automated tracking system with minimum delay.
• Attempts to resolve as many problem calls or service requests on initial contact.
• Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
• Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
• Provides basic training to end-users on the use of standard systems and applications;
• Drafts end-user and/or technical documentation.
• Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.
• Acts as problem escalation point for technical staff at lower levels.
• Escalates problems/tasks to the appropriate parties in accordance with established procedure.
• Detects problem patterns and recommends solutions.
• Keeps abreast of developments in technology both in the UN and in the industry in general;
• Provides training to junior technical staff.
• Occasionally supervises a team of technical staff for special projects.
• Performs other related duties as required.

PROCUREMENT, INVENTORY, AND LOGISTICS

• Receive, unpacks, and inspects all incoming assets.
• Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.
• Obeys and enforces all security procedures.
• Troubleshoots, cleans, and repairs/rebuilds equipment.
• Performs more complex hardware and software configuration tasks such as creating standard images.
• Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
• Prepares and releases equipment for service requests.
• Liaises with other areas of OICT, focal points, and staff of the Permanent Missions.
• Monitors inventory levels and initiates procurement when low thresholds are reached.
• Keeps abreast of developments in technology in the UN and in the industry in general.
• Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
• Occasionally supervises a team of logistics staff for special projects.
• Coordinates with vendors and Procurement Division to initiate procurement process including payments and renewals of support and licenses.
• Coordinates with FCAS and related teams to update equipment inventory in Umoja, to process for disposal of equipment and yearly physical verification.
• Performs other duties as required.

SERVICE COORDINATION

• Supervises a team of service coordination staff.
• Receives and logs service requests in the automated request management system.
• Creates and assigns work orders in accordance with established procedure.
• Distributes work assignments and monitor progress.
• Liaises with other areas of OICT to facilitate completion of service requests.
• Provides advice to clients regarding OICT standards and workflow processes.
• Performs quality assurance procedures to ensure client satisfaction.
• Addresses escalated problems and monitor to resolution.
• Detects problem patterns and recommend solutions.
• Keeps abreast of latest OICT standards and technology.
• Performs other duties as required.

HUMAN RESOURCE AND ADMINISTRATIVE

• Processes and follows-up on actions related to the administration of the unit’s human resource activities, e.g., recruitment and separation of staff and consultants, training, etc., ensuring consistency in the application of UN rules and procedures.
• Audits the contractors’ invoices against the goods and services provided by the contractor and approved by the UN.
• Prepares and processes all UN forms and permissions for contractual and work Unit, Section or Service UN staff including: UN grounds passes, property passes, UN parking permits, swipe-card access and door keys.

PHYSICAL REQUIREMENTS

• May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis.
• May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Education

• High school diploma or equivalent is required.

Work Experience

• A minimum of seven years of progressively responsible experience in implementation, operation and maintenance of telecommunications, networking, voice, audio and videoconferencing, operating systems, databases, email, secure communications, with relevance to systems and operations is required. The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level university degree or higher.
• Experience in functional and technical aspects inter-alia of networking, information systems standards and best practices, mobile solutions, disaster recovery / business continuity environments, service management, quality assurance, human resource, logistics and inventory management is required.
• Experience on either of the following skills, software, standards and technologies, or a combination thereof, in the areas of LAN / MAN / WAN, Internet protocols and common telecommunications technologies OR Operating Systems and applications OR Cellular Wireless, Secure and Mobile solutions OR Procurement, logistics, inventory management OR IT Service management and coordination, user requests and work orders, quality assurance, user satisfaction, service level reporting is required.
• Experience with procurement and inventory management is required.

Languages

• English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another official United Nations language is desirable.

Source: https://careers.un.org/jobSearchDescription/248252?language=en