IT Assistant

Organizational Setting

The mandate of FAO in Jamaica, The Bahamas and Belize is to support national efforts to promote food security and sustainable development. In doing so, FAO works closely with the Ministries of Agriculture, Health and Education. Recently, FAO has begun to expand its partnership to include other ministries to reflect its focus on food security and nutrition. Its beneficiaries have also been expanded to include urban and peri-urban populations.

Reporting Lines

Under the overall supervision of the FAO Country Representative for Jamaica, Bahamas and Belize (FAOR), the IT Assistant will be under the direct technical supervision of the Regional Information Technology Support Officer RLC-ISD.

Technical Focus

In performing tasks, the IT assistant must take FAO’s Gender Policy into consideration, ensuring to the extent possible, that there is equity in the benefits accrued to women and men as well as young persons. In addition, the following specific tasks will be undertaken.

Tasks and responsibilities

The IT assistant 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. 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 and existing users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matter, as well as One Drive for Business, Team-works, MSOffice, Intranet, Skype for Business, etc. • Receive; log and monitor requests related to IT matters in the Service Desk LANDesk system; resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be resolved to the IT Group of the Regional Office; monitor progress and resolution. • Provide support to missions from Regional Office, HQ, or internal missions within the Decentralized Office.

• Network and Connectivity

• Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract • Maintain the office technology maps and architecture and technical specifications of the network infrastructure (LAN and WAN) updated • Ensure security of the network by following security policies and report problems as they are detected.

• IT Equipment

• Keep track of IT assets, and maintain the local office IT inventory list and regional assets record up-to-date, including the assignment of new equipment • Monitor IT equipment expiry dates on a monthly basis 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

• Corporate and non-corporate software

• Ensure that all the official equipment (desktop and laptop) in the office are updated in terms of the corporate policy and requirements • Follow appropriate procedures for clearance and/or informing on inadmissibility relating to the use of non-official equipment and/or non-corporate software • Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.

Troubleshooting:

• Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD • Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system;

Planning and Proactive Work

• Support regional ISD by providing timely assistance in terms of the ABC categories (IT Management and Support matters) • Identify the future office needs relating to equipment, connectivity and moves • Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lessons learned and proposed improvements

Weekly Reporting to IT Manager

• Weekly report to the regional ISD on all IT services, Internet, emails, laptop/desktop systems; UPS backup time and maintenance log update; troubleshooting, errors and solutions; network/network printer troubleshooting; physical condition of IT equipment

Other tasks

• Provide IT assistance to staff and visitors for organizational related issues; • Perform any other duty assigned by the regional ISD related with the IT Services;

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• Secondary education with specialized formal training on ICT systems • Four years of relevant experience in ICT • Working knowledge of English, French or Spanish and limited knowledge of one of the other two or Arabic, Chinese, Russian • Nationality of Jamaica or resident in the country with a regular work permit.

FAO Core Competencies

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

Additional Desirable Competencies

• MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification • Relevant Microsoft and Apple certifications • Cisco CCNA certified • ITIL v3 certification • Knowledge of UN systems policies, rules and regulations • Service Desk client orientated environment • Experience in MS O365 platform support • Strong understanding of desktop and laptop hardware set-up and configuration