Within delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration ? Occasionally leads 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 ? Provides technical advice to clients when necessary. ? Provides guidance and training to new 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 leads specific projects. ? Installs, configures, tests and deploys server hardware and software, Outlook, Database systemsDHCP, mail relay, and various security software. ? Performs administration, operation, technical support, and monitoring of printer server systems. ? Undertakes troubleshooting of printer server systems. If the problem persists, escalates to higher level in accordance with procedures. ? Liaises with other groups and the users within the department for maintaining the efficient and reliable operations of printer server systems. ? Performs 24×7 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 ? Collects various statistics on the performance and reliability of printer server systems, and produces pertinent reports. ? Maintains the documentation of printer server systems, pertinent to operations and system administration. ? Provides guidance and training to new 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 problem calls or service requests in the ticketing 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 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, current status, etc. ? Acts as problem escalation point ? 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 new technical staff. ? Occasionally leads 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. ? Monitors inventory levels and liaises with Vendor Management Team 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 leads special projects. ? Performs other duties as required. Service Coordination ? Creates and assigns work orders in accordance with established procedure. ? Distributes work assignments and monitor progress. ? Liaises with other areas of ISS to facilitate completion of service requests. ? Provides advice to clients regarding ISS 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 ISS 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 on a daily basis. ? May be required to work on shift assignments on weekdays to maintain the service coverage from 07:00 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 offices to resolve problems on their desktop PCs/laptops. ? 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.

Requirements:

Education

High school diploma or equivalent.

Job – Specific Qualification

Not available.

Work Experience

A minimum of seven (7) years of progressively responsible experience in information technology or related area is required. The minimum years of relevant experience is reduced to five (5) for candidates who possess a first-level university degree or higher. A minimum of five (5) years of experience in information systems analysis and programming, systems administration and maintenance, software solutions, technical writing or related area is required. A minimum of five (5) years of progressively responsible experience in Information Technology Service Management (ITSM) and Help Desk support, including work with various hardware, software and networking systems is desirable. Experience in services and applications, including conference system configuration, mobile device management, Bloomberg terminal (APIs), Active Directory (on premise and Azure), Microsoft Office 365 products including Exchange/Outlook, Teams, OneDrive, SharePoint and bulk-roll out of software updates to computer machines 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 another official United Nations language is an advantage.