User Support IT Assistant

Introduction

The short-term position is located in the Technology Management Services (TMS) Branch within the Information and Technology Management Department (INFOTEC). INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications, and services to enable the ILO to effectively use technology to perform its mission.

User Support IT Assistant is involved a wide variety of computer activities – installation of computers and various peripherals; testing, configuration, implementation, integration, computer operations, trouble shooting and maintenance of computer systems; basic administration of systems and resources. Methods and procedures governing network administration, processing operations, computer applications etc. are well defined.

The IT technician will be part of the User Support unit, that holds those listed responsibilities as a unit: 
–    Second level technical support
–    Deskside user support services
–    Deployment of applications
–    File and Directory Services
–    End user computing device management
–    Meeting room audio-video device management
–    Windows security patching
–    Printing devices and services
–    ILO events and conference support
–    End user computing procurement
–    Official Meetings IT support (in May-June, this can be in Geneva Palais des Nations).

Description of Duties

• Processing incoming tickets in the User Support queue of our JIRA ITSM.
• Taking part of the 2nd level support (tickets) duty rota, including some days starting at 8am while other days finishing at 18:00, with a total of 8 working hours per day.
• Investigating and resolving tickets in the areas of the unit’s responsibilities:
  • A portion will be to serve users that are working from remote or home locations,
  • The rest are users physically in the Geneva HQ building. The IT technician will often have to walk to their office.
• Performing Standard Operating Procedures (SOPs) of the User Support department, such as disabling computer objects that have not connected to the network after a certain number of days.
• End user computing repairs (mainly DELL laptops).
• Replacing outdated monitors on Geneva HQ desks.
• Replacing users’ laptops that have reached end of useful life.
• Help users to migrate their computers from Windows 10 to Windows 11 using defined procedure.

Required qualifications

Education

Successful completion of secondary or commercial school.

Experience

At least five years’ experience, including at least two years’ experience working in Service Support in particular with the Microsoft Office suite, Active Directory, Outlook and the Windows 10 desktop operating system.

Languages

Good working knowledge of English. Working knowledge of a second working language of the Organization (in particular French) would an advantage.

Competencies

Technical competencies     
–    Applied knowledge of Microsoft Office suite, Active Directory, Outlook and the Windows 10 desktop operating system.
–    Proficient computer and information analysis and support skills.
–    Decision making – sound judgement is required concerning the application of a variety of existing procedures.

Behavioural Competencies
–    Ability to communicate effectively with technical and non-technical people at different levels of the organisation. 
–    Ability to multi-task, manage different requests in parallel.
–    Ability to work effectively in a multicultural environment and to demonstrate gender-responsive, non-discriminatory, and inclusive behaviour and attitudes. 

There is to be noted that the possibility to telework is very limited for this position, as often it is required to handle materiel such as laptops and accessories and be present in case of issues in meeting rooms.