Org. Setting and Reporting

This position is located in the Service Support Team of the Information Technology Services Section (ITSS) of the Programme Support and Management Service (PSMS) at the United Nations Conference on Trade and Development (UNCTAD). The incumbent will report to the Chief, Service Support Team.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration • Assists in monitoring personal computers running the UNCTAD software delivery system (Microsoft Endpoint Configuration Manager) to ensure that software distributions are being delivered correctly. • Assist in performing software distribution updates, scripting, testing and support. • Performs research into new versions of UNCTAD software, including programmatic specialized applications, and performs beta testing, production rollout and post production support. • Performs 1st and 2nd level desktop troubleshooting as part of the UNCTAD Help Desk team. • Maintains and updates files (electronic and paper) and internal databases. • Performs other related duties as required. Server Operations and Administration • Assists in responding to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards • Assists in responding to requests from user offices related to cloud infrastructure and performs maintenance actions following Standard Operating Procedures (SoP). • Performs other related duties as required. Service Installation and Support • Receives and logs problem calls or service requests in the automated tracking system with minimum delay. • Attempts to resolve as many problem 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 UNCTAD standard systems and specialized applications. • Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc. • Escalates problems to the appropriate parties in accordance with established procedure; • Detects problem patterns and recommend solutions. • Keeps abreast of developments in technology both in the UN and in the industry in general. • Performs other related duties as required. Procurement and Logistics • Receives, 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. • For stock purchases under $1000, solicits multiple bids from various vendors. • Troubleshoots, cleans, and repairs/rebuilds equipment. • Performs hardware and software configuration in accordance with established procedure. • Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition. • Monitors inventory levels and alert supervisor 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. • Performs other duties as required. Service Coordination • Receives and logs service requests in the automated request management system. • Creates and assigns work orders in accordance with established procedure. • Liaises with other areas of ITSS to facilitate completion of service requests. • Provides advice to clients regarding ITSS standards and workflow processes. • Performs quality assurance procedures to ensure client satisfaction. • Escalates problems encountered to the supervisor. • Performs filing and record-keeping tasks for the unit. • Keeps abreast of latest ITSS standards and technology. • Performs other duties as required. Physical Requirements • May occasionally be required to lift, move, mount, or store equipment weighing up to 20 lbs, or up to 80 pieces of equipment. • 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, desktop PCs, laptops or tablets. • 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. Other • Assists 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. • Assists with visualizations and updating information material such as web pages or brochures.

Competencies

• Professionalism: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to troubleshoot software and hardware issues, including issues related to the Windows Operating System and Microsoft365, and to provide 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. Able to perform analysis, modeling and interpretation of data in support of decision-making. • Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed. • 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.

Job – Specific Qualification

Not available.

Work Experience

At least five (5) years of experience in information technology or related area is required. The minimum years of progressively responsible experience is reduced to three (3) for candidates who possess a first-level university degree or higher. A minimum of five (5) years of experience with Microsoft Windows troubleshooting, installation, configuration, and management is required. One (1) year or more of experience in data analytics or related area is desirable. A minimum of two (2) years of experience in Microsoft M365 end-user support is desirable. Experience with Microsoft Endpoint Configuration Manager or Microsoft System Center Configuration Manager is desirable. Experience with a ticketing system for service management (e.g. JIRA, ServiceNow, OTOBO, etc.) is desirable. Experience with an IT Service Management framework is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of French is desirable.

Assessment

Evaluation of qualified candidates may include an assessment exercise which will be followed by 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.

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. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile 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.