Information Technology Assistant

United Nations Development Programme (UNDP), a key UN member since 1945 and active in Iraq since 1976, is dedicated to aiding the country's transition to stability and reform. Aligned with the government's vision, UNDP strives for a resilient Iraq by addressing social, economic, environmental, and political challenges. One of its primary goals is to fortify institutions, ensuring they provide inclusive, evidence-based, and gender-responsive services, with a focus on vulnerable populations. This involves promoting transparent, accountable governance to safeguard the rights of marginalized groups and foster citizen trust in the state.
The Support to Justice Initiatives curbing Corruption and promoting Commercial Dispute Resolution (ACAI) project, part of the governance portfolio, aims to combat corruption and advance commercial dispute resolution in Iraq. It has five key outcomes: refining the legal and strategic framework for anti-corruption, boosting the capabilities of the justice sector to handle corruption cases, strengthening legislation and institutions for commercial dispute resolution, garnering parliamentary support for anti-corruption reforms, and enhancing transparency and public accountability. The Trial Monitoring (TM) Programme, falling under output 2, specifically focuses on monitoring high-level corruption cases in Iraq's specialized courts.

The UNDP Country Office administers and manages common premises and shared services on behalf of the co-located UN agencies, funds, and programs. The Common Premises Unit is established to ensure the efficient, secure, and cost-effective management of all common premises, assets, and services. The unit's objective is to provide high-quality support services to all Participating Agencies, enabling them to focus on their core mandates
The Information Technology Assistant - Common Premises will provide essential technical support in all segments of IT operations. This includes possible remote assistance for staff in accordance with Service Level Agreements (SLAs). The incumbent promotes a client, quality, and results-oriented approach.
The Information Technology Assistant will work under the overall guidance and direct supervision of the ICT Specialist – Common Premises

Technical User Support:

• Act as first-line technical support, resolving user service requests and incidents both face-to-face and remotely, ensuring timely resolution and user satisfaction.
• Communicate with users through service desk platforms/ Email and in person, providing clear, descriptive updates.
• Create immediate workaround solutions for requests that cannot be resolved within the Service Level Agreement (SLA).
• Install, maintain, troubleshoot, operate, and repair all communication and IT configuration items (hardware and software) used by end-users.
• Record all support activities meticulously in the service desk application.
• Assist users with account setup, password resets, software installations, and device configuration.
• Provide support for desktop/laptop troubleshooting (Windows/MacOS, MS Office, email, printers, network connectivity).
• Support and maintain IT and VTC (video teleconferencing) assets, including setup and troubleshooting of meeting room equipment.

Systems and Infrastructure Support
• Provide technical and functional support for computer information systems, including applications support, server/data center administration, and network operations.
• Assist in the review, testing, migration, and upgrade of customized application software systems/platforms.
• Assist with special infrastructure setups and projects, including network cabling, patching, labeling, and port activation.
• Maintain and troubleshoot LAN/WAN connectivity, Wi-Fi access points, and network devices (e.g., Cisco/Meraki).
• Support IP phones, VoIP systems, and basic telephony troubleshooting (SIP, extensions, call forwarding).
• Monitor and maintain CCTV systems, access control devices, and other security infrastructure.
• Maintain IT storage areas, labeling, and documentation of assets.

Security, Compliance, and Continuous Improvement
• Report suspected cases of IT security breaches to the appropriate manager.
• Follow established incident and change management procedures.
• Apply patch management and system hardening practices.
• Contribute to continuous improvement processes to deliver a great user experience.
• Anticipate incidents and make suggestions for more efficient user support.

Other Duties
• Perform other duties within the functional profile as deemed necessary for the efficient functioning of the office and organization.
• Physical requirements: May be required to walk to users’ locations, lift/carry equipment, assist with cabling or infrastructure projects, and stand while performing technical repairs.

NOTE:
• The incumbent of this post will be required to frequently walk to users’ locations in order to resolve their requests and incidents.
• The incumbent of this post will be required to lift (or less frequently carry) equipment such as computer desktops, digital senders, or other small equipment when the users are moving offices/locations or arriving to the compound or when the equipment is being installed or replaced.
• The incumbent of this post may be required to assist with cabling or other ICT infrastructure-related projects, which will require some low-level physical work (as required)
• The incumbent of this post may be required to stand while performing technical repairs in the workshops.