SENIOR INFORMATION TECHNOLOGY ASSISTANT

Org. Setting and ReportingThis position is located in the Unite Service Desk (USD), Regional Service Management Service (RSMS), Operations Support Division (OSD) within the Office of Information and Communications Technology. The incumbent reports to the Service Desk Manager in UN Headquarters in New York. 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. ResponsibilitiesWithin delegated authority, the Senior Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration • Provides full range of technical assistance and team supervision in the area of desktop administration and support. • Plans, schedules, and co-ordinates the work of the team. • Distributes work assignments to members of the team and monitors progress. • Provides guidance and training to new/junior staff. • Coordinates with other organizational units on issues that affect desktop administration and configuration. • Establishes procedures to monitor all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. • Oversees software distribution updates, scripting, testing and support. • Performs research into new versions of centrally supported software and manage 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. • Designs and establishes internal databases and files. • Performs other related duties as required. Server Operations and Administration • Provides full range of technical assistance and team supervision in the area of server operations and administration. • Plans, schedules, and coordinates the work of the team. • Distributes work assignments to members of the team and monitors progress. • Provides guidance and training to new/junior staff. • Oversees the installation, configuration, testing and deployment of 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. • Oversees the administration, operation, technical support, and monitoring of server systems. • Undertakes complex trouble shooting of server systems • Liaises with other ICT groups and the user Departments for maintaining the efficient and reliable operations of server systems. • Ensures 24x7 operations and monitoring of assigned systems. • Identifies 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. • Designs and establishes internal databases and files. • Writes and maintains the documentation of server systems, pertinent to operations and system administration. • Performs other related duties as required. Service Installation and Support • Supervises a team of installation or support staff. • Ensures that calls or service requests are logged and tracked in the automated tracking system with minimum delay. • Acts as problem escalation point for staff at lower levels. • Diagnoses and resolves more complex hardware, software, or connectivity problems with minimum delay. • Escalates problems/tasks to the appropriate parties in accordance with established procedure. • Designs and implements solutions for simple problems. • Assists in research and resolution of more complex problems. • Keeps abreast of developments in technology both in the UN and in the industry in general. • Provides orientation and training to technical staff. • Provides training to end-users on the use of standard systems and applications. • Draft end-user and/or technical documentation. • Generates workload and performance reports on a regular basis. • Assists in the design and continuous improvement of the automated tracking system. • Performs other related duties as required. Procurement and Logistics • Supervises the staff and oversees the operations of the Logistics Unit. • Distributes work orders and monitors progress. • Ensures that proper inventory management procedures are observed. • Ensures that all security procedures are enforced. • Manages the procurement of inventory supplies. • Liaises with other areas of OICT, ICT focal points of Secretariat Entities, and staff of the Permanent Missions. • Generates workload and performance reports on a regular basis. • Assists in research and evaluation of new standard equipment. • Assists in establishing procurement specifications for client requests. • Assists in the design and continuous improvement of the automated inventory management system. • Performs other duties as required. Service Coordination • Supervises all staff and oversees the operations of the Service Coordination Unit. • Ensures that all requests are logged and tracked with minimum delay. • Ensures that quality assurance procedures are implemented. • Distributes work assignments and monitors progress. • Liaises with other areas of OICT and Secretariat Entities to facilitate completion of service requests. • Acts as the client contact point for OICT services. • Provides advice to clients regarding OICT standards and workflow processes. • Establishes and documents workflow procedures for simple OICT requests. • Assists in the design and documentation of more complex workflow procedures. • Assists in the design and continuous improvement of the automated request management system. • Keeps abreast of latest OICT standards and technology. • Generates workload and performance reports on a regular basis. • Performs other duties as required. 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 materials. CompetenciesProfessionalism: Knowledge of information technology in the context of client orientation services and settings. 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. 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 the 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. EducationHigh school diploma or equivalent is required. Job - Specific QualificationNot available. Work ExperienceTen years of experience in information technology or related area is required. Experience in client oriented services/settings is required. One year or more of experience in data analytics or related area is desirable. ITIL certification is desirable LanguagesEnglish and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage. AssessmentEvaluation of qualified candidates may include an assessment exercise which may be followed by a competency-based interview. Special NoticeAppointment or assignment against this position is for an initial period of one year. 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. 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. United Nations ConsiderationsAccording 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 FeeTHE 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.