Org. Setting and Reporting

This position is located in the Service Design and Provisioning Team (SDP), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The incumbent will work under the direct supervision of the Information Technology Assistant leading the Service Design and Provisioning Team (SDP) and the overall supervision of the Service Delivery Officer in the Office of the Chief, ITS. For more information on UNOV-UNODC, please visit the following websites: www.unov.org and www.unodc.org

Responsibilities

Within assigned authority, the Information Technology Assistant will be responsible for the following duties: • Assist in monitoring personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. • Assist in performing software distribution updates, scripting, testing and support. • Perform research into new versions of centrally supported software and perform beta testing, production rollout and post production support. • Perform 2nd level desktop troubleshooting in conjunction with the 1st level Customer Support. • Maintain and update files (electronic and paper) and internal databases. • Assist in responding to requests from user offices and assist in deploying/configuring systems so as to conform to infrastructure standards. • Receive and log problem calls or service requests in the automated tracking system. • Attempt to resolve as many problem calls or service requests on initial contact. • Perform tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc. • Diagnose and resolve any hardware, software, or connectivity problems. • Provide basic training to end-users on the use of standard systems. • Log all actions in the automated tracking system, steps taken to resolve problem or to complete task, problems encountered, current status, etc. • Escalate problems to the appropriate parties in accordance with established procedure. • Detect problem patterns and recommend solutions. • Keep abreast of developments in technology both in the UN and in the industry in general. • Receive, unpack, and inspect all incoming assets. • Troubleshoot, clean, and repair/rebuild equipment. • Perform hardware and software configuration in accordance with established procedure. Sort, compile, and store equipment in accordance with work orders and/or equipment condition. Monitor inventory levels and alert supervisor when low thresholds are reached. Recommend acquisition of hardware, software, devices, tools, etc. to facilitate work. • 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 08:00 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. • Liaise with other areas of ITS to facilitate completion of service requests. Provide advice to clients regarding ITS standards and workflow processes. Perform quality assurance procedures to ensure client satisfaction. • Perform other related duties as required.

Competencies

Professionalism: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to provide 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. Has 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. Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors on-going developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Education

High school diploma or equivalent is required. Supplementary courses/technical certificates in information technology are an advantage.

Job – Specific Qualification

Not available.

Work Experience

A minimum of five years of progressively responsible experience in office automation related functions including software, Windows 10 or 11 Operating System, local area networks, hardware/software configuration and troubleshooting is required. The minimum number of years of relevant experience is reduced to four for candidates who possess a first-level university degree or higher. Work experience in delivering PC/laptop support Tier 2 services is required. Working knowledge in a complex technical environment and experience in hardware (PCs, Notebooks, scanners and printers) repair and maintenance is required. Work experience within the United Nations system or similar international organization is desirable. Work experience in delivering Office 365 support services is desirable.

Languages

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

Assessment

Evaluation of qualified candidates may include a technical test and 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. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. The movement of staff members from the General Service and related categories to the Professional category in the United Nations Secretariat is exclusively allowed through the Young Professionals Programme competitive examinations. Only a few staff members pass the competitive examinations. Passing the competitive examinations does not guarantee movement to the Professional category. For further information, please visit https://careers.un.org/lbw/home.aspx?viewtype=GP

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.