Information Technology Assistant

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about G-6 contracts.

Org. Setting and Reporting This position is located in 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 or UNODC, please visit the website: www.unov.org / www.unodc.org

Responsibilities Within assigned authority, the Information Technology Assistant will be responsible for the following specific duties:

• Monitor all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. Perform software distribution updates, scripting, testing and support.
• Perform research into new versions of centrally supported software and perform beta testing, production rollout and postproduction support.
• Perform more complex hardware and software configuration tasks such as creating standard images.
• Assist the Team leader in preparing and maintaining cost plans and budgets, related to IT Projects and other IT sections.
• For Items and services outside the Office of Information and Communications Technology (OICT) standard, assist requestor in submission of request for standard or exception from standard with OICT ARB (Architecture Review Board).
• Request quotes for items and services not available from standard contracts and create cost estimate.
• Create Shopping carts and purchase orders for items and services cleared by Certifying Officer for procurement.
• Serve as team member in the planning, specification, design, development, implementation and support of computer application systems; independently liaise with users to define and specify requirements.
• Provide support for deployed computer application systems including version management, data recovery and deployment to users' offices; perform ongoing reviews with users and developers and respond to users requests.
• Prepare and release equipment for service requests.
• Monitor inventory levels and initiate procurement when low thresholds are reached.
• Perform 2nd level desktop troubleshooting in conjunction with the Help Desk.
• Prepare, maintain and update file (electronic and paper) and internal databases and draft documentation and reports. Draft end-user and/or technical documentation.
• Install, configure, test and deploy server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, Firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.
• Perform administration, operation, technical support, and monitoring of server systems.
• Undertake troubleshooting of server systems and when the problem persists, escalate to higher level in accordance with procedures.
• Perform 24x7 operations of assigned systems.
• Assist in identifying the need for new systems or re-engineering of the existing systems.
• Respond to requests from user offices and assist in deploying/configuring systems so as to conform to infrastructure standards.
• Collect various statistics on the performance and reliability of server systems and produce pertinent reports.
• 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 problem, recommend solutions.
• Log all actions in the automated tracking system. Receive and log service requests in the automated request management system.
• Act as problem escalation point for technical staff at lower levels. Escalate problems/tasks to the appropriate parties in accordance with established procedure.
• Create and assign work orders in accordance with established procedure.
• Distribute work assignments and monitor progress. Liaise with other areas of ITS to facilitate completion of service requests.
• Provide technical advice to clients regarding ITS standards and workflow processes.
• Perform quality assurance procedures to ensure client satisfaction.
• Provide guidance and training to new/junior staff.
• Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
• Assist with visualizations and updating information material such as web pages or brochures.
• Keep abreast of developments in technology both in the UN and in the industry in general.
• 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.

• Perform other work-related duties, as required.

  Competencies Professionalism: Has knowledge of information technology and applications, including computer system networks. Has good technical skills, ability to conduct network maintenance, provide server services and user support. Has ability to perform analysis, modeling and interpretation of data in support of decision-making. 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. 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 ongoing 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.

  Work Experience A minimum of seven years of progressively responsible experience in office automation related functions including software, local area networks, hardware/software configuration and troubleshooting is required. The minimum number of years of relevant experience is reduced to five for candidates who posses a first-level university degree or higher.

  Work experience in delivering PC/laptop support Tier 2 services 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 Secretariat. For this position, fluency in English is required. Knowledge of another United Nations official language is an advantage.

  Assessment Evaluation of qualified candidates may include an assessment exercise and a 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. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

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.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side 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.