Org. Setting and Reporting

This position is located in the Operations Section (OS), Regional Service Management Service (RSMS), Operations Support Division (OSD), Office of Information and Communications Technology (OICT). The incumbents report to the Chief of Section, Chief of Unit or a more senior Information Technology Assistant. 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: SYSTEM AND NETWORK OPERATIONS AND ADMINISTRATION • Occasionally supervises a team of staff for specific projects. • Installs, configures, tests and deploys Telecommunications, Local Area Network, Operating Systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, and various security hardware and software. • Performs administration, operation, technical support, and monitoring of systems and networks. • Undertakes basic troubleshooting of systems and network. 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 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 systems and produces pertinent reports. • Coordinates with Internet Service Providers for on-site visits and for upcoming maintenance and prepares Change Management Announcements. • 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 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 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 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, INVENTORY, 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. • Coordinates with vendors and Procurement Division to initiate procurement process including payments and renewals of support and licenses. • Coordinates with FCAS and related teams to update equipment inventory in Umoja, to process for disposal of equipment and yearly physical verification. • 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. HUMAN RESOURCE AND ADMINISTRATIVE • Processes and follows-up on actions related to the administration of the unit’s human resource activities, e.g., recruitment and separation of staff and consultants, training, etc., ensuring consistency in the application of UN rules and procedures. • Audits the contractors’ invoices against the goods and services provided by the contractor and approved by the UN. • Prepares and processes all UN forms and permissions for contractual and work Unit, Section or Service UN staff including: UN grounds passes, property passes, UN parking permits, swipe-card access and door keys. 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 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. • PLANNING & ORGANIZING: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently. • 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.

Job – Specific Qualification

Not available.

Work Experience

• A minimum of seven years of progressively responsible experience in implementation, operation and maintenance of telecommunications, networking, voice, audio and videoconferencing, operating systems, databases, email, secure communications, with relevance to systems and operations is required. The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level university degree or higher. • Experience in functional and technical aspects inter-alia of networking, information systems standards and best practices, mobile solutions, disaster recovery / business continuity environments, service management, quality assurance, human resource, logistics and inventory management is required. • Experience on either of the following skills, software, standards and technologies, or a combination thereof, in the areas of LAN / MAN / WAN, Internet protocols and common telecommunications technologies OR Operating Systems and applications OR Cellular Wireless, Secure and Mobile solutions OR Procurement, logistics, inventory management OR IT Service management and coordination, user requests and work orders, quality assurance, user satisfaction, service level reporting is required. • Experience with procurement and inventory management is required.

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

• Appointment or assignment against this position is for an initial period of one year. • 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. 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.

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.