Information Technology Assistant

Org. Setting and Reporting

The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG is, in turn, assisted in this function by the Office of Investment Management (OIM). OIM manages a $90+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise of global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM’s staff are all based in New York and come from over 30 countries. For more information, please visit OIM’s website at https://oim.unjspf.org/. This position is located in the Service Desk Team of the Information Systems Section of OIM. The incumbent reports to the Information Systems Officer of the Service Desk Team.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration • Occasionally leads specific projects. • Monitors all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. • Performs software distribution updates, scripting, testing and support. • Performs research into new versions of centrally supported software and perform beta testing, production rollout and post production support. • Performs 2nd level desktop troubleshooting • Provides technical advice to clients when necessary. • Provides guidance and training to new staff. • Prepares, maintains, and updates files (electronic and paper) and internal databases. • Drafts documentation and reports. • Performs other related duties as required. Server Operations and Administration • Occasionally leads specific projects. • Installs, configures, tests and deploys server hardware and software, Outlook, Database systemsDHCP, mail relay, and various security software. • Performs administration, operation, technical support, and monitoring of printer server systems. • Undertakes troubleshooting of printer server systems. If the problem persists, escalates to higher level in accordance with procedures. • Liaises with other groups and the users within the department for maintaining the efficient and reliable operations of printer server systems. • Performs 24×7 operations of assigned systems. • Assists in identifying the need for new systems or re-engineering of the existing 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 printer server systems, and produces pertinent reports. • Maintains the documentation of printer server systems, pertinent to operations and system administration. • Provides guidance and training to new 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 ticketing 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 • 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 new technical staff. • Occasionally leads special projects. • Performs other related duties as required. Procurement 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. • Monitors inventory levels and liaises with Vendor Management Team 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 leads special projects. • Performs other duties as required. Service Coordination • Creates and assigns work orders in accordance with established procedure. • Distributes work assignments and monitor progress. • Liaises with other areas of ISS to facilitate completion of service requests. • Provides advice to clients regarding ISS 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 ISS standards and technology. • Performs other duties as required. 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 be required to work on shift assignments on weekdays to maintain the service coverage from 07:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends. • May be required to visit user’s offices to resolve problems on their desktop PCs/laptops. • 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.

Competencies

• PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. • TEAMWORK: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. • COMMITMENT TO CONTINUOUS LEARNING: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.

Education

High school diploma or equivalent.

Job – Specific Qualification

Not available.

Work Experience

A minimum of seven (7) years of progressively responsible experience in information technology or related area is required. The minimum years of relevant experience is reduced to five (5) for candidates who possess a first-level university degree or higher. A minimum of five (5) years of experience in information systems analysis and programming, systems administration and maintenance, software solutions, technical writing or related area is required. A minimum of five (5) years of progressively responsible experience in Information Technology Service Management (ITSM) and Help Desk support, including work with various hardware, software and networking systems is desirable. Experience in services and applications, including conference system configuration, mobile device management, Bloomberg terminal (APIs), Active Directory (on premise and Azure), Microsoft Office 365 products including Exchange/Outlook, Teams, OneDrive, SharePoint and bulk-roll out of software updates to computer machines is desirable.

Languages

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

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

• This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment. • Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. • The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. • Appointment at the United Nations is subject to mandatory adherence to the United Nations Financial disclosure Programme. An appointment to the Office of Investment Management (OIM) of the UNJSPF additionally requires compliance with the rules and regulations pertaining to OIM’s Code of Ethics, Personal Securities, Gift and Hospitality policies. • For this position, applicants from the following Member States, which are unrepresented or under-represented in the UN Secretariat as of 30 April 2024, are strongly encouraged to apply: Andorra, Angola, Antigua and Barbuda, Bahrain, Belize, Brunei Darussalam, China, Cuba, Democratic People’s Republic of Korea, Dominica, Equatorial Guinea, Germany, Grenada, Guinea-Bissau, Hungary, Indonesia, Israel, Japan, Kiribati, Kuwait, Lao People’s Democratic Republic, Libya, Liechtenstein, Malta, Marshall Islands, Micronesia (Federated States of), Monaco, Nauru, Oman, Palau, Panama, Papua New Guinea, Paraguay, Qatar, Republic of Korea, Saint Lucia, Saint Vincent and the Grenadines, Sao Tome and Principe, Saudi Arabia, Singapore, Solomon Islands, Somalia, Thailand, Timor-Leste, Tuvalu, United Arab Emirates, United States of America, Vanuatu.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.