Information Technology Assistant

Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through FAO’s Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agri-food systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.

The position is located at FAO’s Liaison Office with the Russian Federation (LOR) in Moscow. The incumbent works under the overall supervision of Director, LOR, and reports directly to the Liaison Officer. The incumbent works in close cooperation with all other LOR employees, HQ and REU IT teams, and IT specialists from other UN agencies based in Moscow.

Reporting Lines

The Information Technology Assistant works under the overall supervision of FAO LOR Director, reports to the Liaison Officer, LOR, and receives the technical guidance of the relevant technical Division and/or Office at HQ and in the Regional Office for Europe and Central Asia. He/she acts independently in routine matters in line with established policies and procedures. Supervision received is focused on the Office relevant priorities, in particular the meeting of timelines and the quality of support given to clients, and ensures learning opportunities. The Information Technology Assistant has frequent interaction with personnel at all levels within the Office and with HQ relevant offices for selected functions to exchange routine information concerning the entire scope of information resources support. If necessary, the Information Technology Assistant works in cooperation with UNDP and WHO Russia IT team on technical issues related to the office premises. The IT Assistant also liaises with FAOLOR partners and governmental authorities while preparing and conducting on-line conferences and zoom meetings.

Technical Focus

The position's primary focus is on the areas of IT support and local IT operations, user and desktop support (hardware and software), and helpdesk. Performs a variety of information technology support duties to ensure smooth delivery of the corporate IT services. Monitors, operates, and/or coordinates and assists others in the IT support and operation, in particular with the regional ISD in order to achieve desired results.

The incumbent is accountable for the IT support and operation at the level of the country office and she/he is responsible to understand the corporate setup, rules, regulations and policy and fulfill all the needed competences, skills and certifications needed.

Tasks and responsibilities

The IT Assistant will provide support in the following areas:

User support

• Assist in the presentation of display materials and Video Conferencing events; • Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matters; • Provide instructions to users on existing technology and potential use (One drive for Business, Team-works, MSOffice, Intranet, Skype for Business, etc.); • Provide instruction to users on guidelines, policies, and standards. • Monitor requests related to IT matter, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, monitor progress and resolution.

Network and connectivity

• Update office network infrastructure to ensure office connectivity; • Ensure security of the network by following security policies and report problems when they are detected.

IT Equipment

• Keep track of IT assets and maintain the local office IT inventory list up-to-date; • Monitor IT equipment expiry dates and take upgrading/replacing measures in time; • In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly; • Assist to the Office Assistant to assign new equipment and update the IT equipment inventory list on regular basis.

Corporate and non-corporate software

• Ensure that all the official equipment (desktop and laptop) in the office are up to date in terms of the corporate policy and requirements; • Inform users that all the non-official equipment cannot connect to the corporate network or using corporate services, except Wi-Fi public internet connectivity; • For all non-corporate software follow the clearance process and ensure that no non-corporate software is installed in FAO equipment without official clearance; • Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.

Troubleshooting:

• Troubleshoot requests related to IT hardware, software and services issues; when this is not possible - escalate the issue to the regional ISD;

Planning and proactive work

• Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the Head of Office; • Be aware of all the IT Division policies and ensure to follow them accordingly.

Other tasks

• Provide IT assistance to staff and visitors for organizational related issues; • Perform any other duties when required;

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• National or permanent resident of the Russian Federation • University degree in the related field • At least three years of relevant experience in Information and Communication Technology (ICT), Information Resources and Records Management • Working knowledge of Russian and English

FAO Core Competencies

• Results Focus • Teamwork • Communication • Building effective relationship • Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Work experience in more than one location or area of work, particularly in field positions is desirable • Extent and relevance of experience in user support (desktop hardware configuration, diagnosis and repair, and with software configuration, Microsoft Windows Operating Systems and Office software, Android and iOS knowledge) • Extent and relevance of experience in a field relevant to the work of the Organization and development work, interacting with social partners and with governments, international organisations, research institutions, civil society and the private sector • Knowledge and experience in the field of web publishing and social media networks is considered an asset • Depth of knowledge of FAO’s programmes and priorities is considered an asset • UNDSS Information Security Awareness • Other relevant Microsoft and Apple certifications would be desirable • Cisco CCNA certified would be desirable • ITIL v3 certification would be desirable • Work experience within United Nations System or an international organization is an asset

Selection Criteria

• Your application will be screened based on the information provided in your Curriculum Vitae. We strongly recommend that you ensure that the information is accurate and complete including employment record, academic qualifications and language skills.