Information Technology Assistant

Organizational Setting

On 19 April 2022, within the UN’s overall Flash Appeal, FAO updated its Rapid Response Plan (RRP) for Ukraine, seeking USD 115.4 million to assist 979 320 rural people affected through the end of December 2022. The RRP was formulated to align with priority intervention areas and target beneficiaries articulated to FAO by the Ministry of Agricultural Policy and Food (MAPF); to be consistent with the UN-wide revision of the Flash Appeal covering the period to August 2022; to respond to the differentiated needs of vulnerable agricultural households and small- and medium-sized commercial producers across the humanitarian development peace nexus. In addition, the RRP delineates FAO’s role in generating accurate, timely analysis and evidence of the food security and sectoral situations in Ukraine in order to inform the programming of FAO and other development partners; as well the Government of Ukraine’s policy response and related actions.

Reporting Line

Under the direct supervision of the Head of Office/DRO in Ukraine and in collaboration with the REU office and Country Office team, the Information Technology Assistant contributes to the smooth and effective running of the IT equipment, systems and procedures of the assigned area of work by providing a variety of standard support services in line with established IT procedures and Service Level Agreements (SLAs).

Specifically, the IT Assistant will carry out the following activities:

• Provide support to the organization of office meetings, conferences, workshops and other office events.
• Receive and log requests from users relating to IT services in the Service Desk System
• Provide first level support[1] to users and coordinate responses to/from 2nd level teams to resolve issues that cannot be resolved as first level support;
• Assist with maintaining the IT equipment (hardware, software) up-to-date and ensure the IT inventory is updated at all times in the Service Desk system and GRMS fixed assets;
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment;
• Help to update and manage the inventory of office assets;
• Assist in the planning and procurement of IT-equipment and software, based on established equipment life cycle processes;
• Carry out other relevant tasks as and when requested by the Supervisor.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• University degree in Computer Science, Information Technology, Information Systems, Software Engineering, Electric or Electronic Engineering, Mathematics, Statistics or a related field.
• 3 years of relevant experience in IT-related support work;
• Fluency in Ukrainian and Russian;
• Working knowledge (Level C) of English
• National of Ukraine.

FAO Core Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Extent and relevance of experience in online communication and collaboration tools such as Zoom and Teams
• Good knowledge of the MS Office applications, Internet and office technology equipment
• Very good IT problem-solving and troubleshooting skills

[1] Level 1 provides support for received calls from users and solve technical issues if technically able to do so, coordinating responses to/from 2nd level teams and generally managing the users’ requests for support in all areas of IT. Examples of activities performed at 1st level are: basic trouble-shooting providing information relating to hardware and software models, and existing policies and procedures, basic account management functions, data transfers, drafting of technical documentation and process flows.

Level 2 support builds on Level 1 activities and provides support for incidents or service requests of moderate complexity such as: recommending acquisition of hardware, software, devices, tools; complex software and hardware troubleshooting; maintaining inventories; desktop and laptop deployment and configuration; simple user account administration; website development and updates; configuration and testing of hardware and software; assistance in testing and evaluation of new products and technologies; information systems monitoring and support; and, maintaining information systems such as databases.

ADDITIONAL INFORMATION

• FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing)
• Incomplete applications will not be considered. If you need help please contact: [email protected]
• Applications received after the closing date will not be accepted
• Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/
• For additional employment opportunities visit the FAO employment website: http://www.fao.org/employment/home/en/
• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.