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 the Regional Service Management Service (RSMS), Operations Support Division (OSD) within the Office of Information and Communications Technology. The incumbent reports to the Senior Information Technology Assistant.

The Regional Service Management Service oversees all information and communications technology (ICT) operations and service management in the United Nations Headquarters (UNHQ) in New York, including fixed and wireless networks, remote access, service desk, business relationship management and broadcast and conferencing services. The Service oversees the global service desk operations providing a single-entry point for supporting enterprise applications; manages client relationships through the Business Relationship Management Services and the Regional Framework for Offices Away from Headquarters (OAHs), Economic Commissions and all Field Operations. The Service also facilitates technology solutions for field operations based on operational requirements, including Force Protection and Intelligence Surveillance and Reconnaissance solutions and participates in various working groups in support of Military and Police operations.

The Office of Information and Communications Technology (OICT) is leading the digital transformation of the Organization to enable a better, safer, more sustainable future through secure, reliable, and innovative technology solutions. OICT is committed to achieving 50/50 gender balance and geographical diversity in its staff, and female candidates are strongly encouraged to apply for this position. OICT supports the principles of work-life balance and flexible work arrangements.

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

Desktop Administration and Configuration - Occasionally supervises a team of staff for specific projects. - Monitors all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. - Performs software distribution updates, scripting, testing and support. - Performs research into new versions of centrally supported software and perform beta testing, production rollout and post production support. - Performs 2nd level desktop troubleshooting in conjunction with the Help Desk. - Provides technical advice to clients when necessary. - Provides guidance and training to new/junior staff. - Prepares, maintains, and updates files (electronic and paper) and internal databases. - Drafts documentation and reports. - Performs other related duties as required.

Server Operations and Administration - Occasionally supervises a team of staff for specific projects. - Installs, configures, tests and deploys 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. - Performs administration, operation, technical support, and monitoring of server systems. - Undertakes troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures. - Liaises with other groups of OICT and the user Departments for maintaining the efficient and reliable operations of server systems. - Performs 24x7 operations of assigned systems. - Assists in identifying the need for new systems or re-engineering of the existing systems. - Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards - Implements backups of servers following standard backup procedures. - Collects various statistics on the performance and reliability of server systems and produces pertinent reports. - Maintains the documentation of server systems, pertinent to operations and system administration. - Provides guidance and training to new/junior staff. - Prepares, maintains, and updates files (electronic and paper) and internal databases. - Drafts documentation and reports. - Performs other related duties as required.

Service Installation and Support - Receives and logs Incident Management calls or service requests in the automated tracking system with minimum delay. - Attempts to resolve as many Incident Management calls or service requests on initial contact. - Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc. - Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay. - Provides basic training to end-users on the use of standard systems and applications. - Drafts end-user and/or technical documentation. - Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, status, etc. - Acts as problem escalation point for technical staff at lower levels. - Escalates problems/tasks to the appropriate parties in accordance with established procedure. - Detects problem patterns and recommends solutions. - Keeps abreast of developments in technology both in the UN and in the industry in general. - Provides training to junior technical staff. - Occasionally supervises a team of technical staff for special projects. - Performs other related duties as required.

Procurement and Logistics - Receive, unpacks, and inspects all incoming assets. - Enters assets and asset transactions into the automated inventory management system in accordance with established procedure. - Obeys and enforces all security procedures. - Troubleshoots, cleans, and repairs/rebuilds equipment. - Performs more complex hardware and software configuration tasks such as creating standard images. - Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition. - Prepares and releases equipment for service requests. - Liaises with other areas of OICT, focal points, and staff of the Permanent Missions. - Monitors inventory levels and initiates procurement when low thresholds are reached. - Keeps abreast of developments in technology in the UN and in the industry in general. - Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work. - Occasionally supervises a team of logistics staff for special projects. - Performs other duties as required.

Service Coordination - Supervises a team of service coordination staff. - Receives and logs service requests in the automated request management system. - Creates and assigns work orders in accordance with established procedure. - Distributes work assignments and monitor progress. - Liaises with other areas of OICT to facilitate completion of service requests. - Provides advice to clients regarding OICT standards and workflow processes. - Performs quality assurance procedures to ensure client satisfaction. - Addresses escalated problems and monitor to resolution. - Detects problem patterns and recommend solutions. - Keeps abreast of latest OICT standards and technology. - Performs other duties as required.

Physical Requirements - May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment daily. - 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. - May be required to visit user’s premises to resolve problems on their servers or desktop PCs. - May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Competencies - PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and 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. 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.

• 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.

• TECHNOLOGICAL AWARENESS: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

  Education High school diploma or equivalent is required.

  Work Experience - A minimum of seven years of progressively responsible experience in information technology and hardware support or related area is required. The minimum years of relevant experience is reduced to 5 years for candidates who possess a first-level university degree or higher.

  • Experience in supporting and troubleshooting a wide range of devices including desktops, laptops, wireless devices (Android and iOS), and specialized equipment is required.

  • Experience in managing Microsoft Office packages, 0365, Outlook client accounts, Microsoft Azure Portal, Azure AD, MFA login, and network issues is desirable.

  • Experience in customer service with exceptional analytical abilities, and the capacity to handle critical problems efficiently in a large enterprise environment, serving at least 250 users is desirable.

  Languages English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another official United Nations language is desirable.

  Assessment Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

  Special Notice - Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

• Applicants, who successfully go through a competitive recruitment process and are recommended for selection and/or inclusion in the roster of pre-approved candidates for subsequent job openings at the same level and with similar functions, may have their application information and roster status shared with other UN Organizations. Such applicants may be contacted by other UN Organizations for similar job openings, subject to the confirmation of their interest. Placement on the roster is no guarantee of a future selection.

• This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the 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.

  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.