ICT Assistant

UNICEF is mandated by the United Nations General Assembly to advocate for the protection of children's rights, to help meet their basic needs and to expand their opportunities to reach their full potential.

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence. In Uganda, UNICEF supports the Government to ensure every child survives and thrives, receives a quality education, is protected from violence and exploitation, and grows up in a safe and supportive environment.

Digital impact is one of core pillars of UNICEF's strategy. The UNICEF Strategy for Digital Impact outlines a plan to leverage the digital world to advocate for every child's rights, well-being, and empowerment through four key areas: Digital Empowerment (DE), Digital Guardrails (DG), Digital Foundations (DF), and Strategic Enablers (SE). The goal of this digital strategy is to support the delivery of sustainable and responsible digital impact for children at scale by assisting governments and partners in implementing their national digital transformation strategies that integrate child rights and emerging areas, while also mitigating potential digital threats to safeguard ethical outcomes for children and young people.

The UNICEF Uganda Country Office is seeking to strengthen its ICT support services to ensure timely and effective assistance to staff in the use of ICT tools and platforms. The UN Volunteer will play a key role in providing first-line IT support, managing the helpdesk, and supporting conferencing and collaboration tools to enhance productivity and communication.

Within the delegated authority and the given organizational set-up, the incumbent may be responsible for all or most of the following areas of major duties and key end results.

Under the direct supervision of the ICT Manager, the UN Volunteer will undertake the following tasks:

Helpdesk and User Support:

• Serve as the first point of contact for ICT support requests via phone, email, or ticketing system.
• Provide timely and effective support for hardware (laptops, desktops, printers, mobile devices) and software (Windows OS, Microsoft 365, SAP, etc.).
• Troubleshoot and resolve issues related to connectivity, user access, and system performance.
• Maintain an up-to-date inventory of ICT equipment and user assignments.

Meeting and Conferencing:

• Provide technical support for virtual and hybrid meetings using platforms such as Microsoft Teams, Zoom, and Webex.
• Set up and manage audio-visual equipment for in-person meetings and events.
• Ensure smooth operation of video conferencing systems and provide on-site support during high-level meetings.

Network Administration:

• Maintains local network infrastructure at all UNICEF locations: ranging from hardware installation of network components (including routers, switches, firewalls, bridges, hubs and modems, etc.) to software upgrades and network management tools.
• Conduct routine monitoring of the WAN to ensure its continued availability.
• Enhance network availability and service levels by establishing routine maintenance procedures.
• Plan network changes and growth based on security, utilization and performance data.


ICT Operations and Documentation:

• Assist in the onboarding and offboarding of staff from an ICT perspective.
• Maintain documentation of common issues and solutions in a knowledge base.
• Support ICT training sessions and awareness campaigns for staff.