INFORMATION TECHNOLOGY ASSISTANT

The post is located in the Information Technology Support Section, Resources Management Service (RMS/ITSS) of United Nations Conference on Trade and Development (UNCTAD). The incumbent will report to the Chief, Service Support Unit.

Within delegated authority, the Information Technology Assistant will be responsible for the following duties:

Desktop Administration and Configuration
• Performs software updates, testing and support.
• Performs research into new versions of centrally supported software and perform beta testing, production rollout and post production support.
• Performs 1st and 2nd level desktop troubleshooting in conjunction with the Help Desk.
• Provides technical advice to clients when necessary.
• 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 incident 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, audio and video conferencing systems 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.

Audio / Visual Conference Services
• Install, Configure, and test audio/video conference and desktop video conference hardware / software using available communication and network connectivity.
• Assist in meetings’ preparation by preparing and configuring conference hardware and operate equipment during conferences.
• Provide support and training for new users of conference systems.
• Research and evaluate new conference products ensuring compatibility with current operational standard and growth for future needs.

Procurement and Logistics
• Assists in the preparation and review of IT budget and procurement plan.
• Monitors expenditures and compares with approved budget; prepares adjustments as necessary. Assists in preparation of budget performance submissions and finalization of budget performance reports, analyzing variances between approved budgets and actual expenditures.
• Raise SC, LVA and requisition and fund commitments for vendors with supporting documents and an appropriated coding block to be certified and approved by UNCTAD Procurement.
• Receive, unpacks, and inspects all incoming assets.
• Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.
• Comply and enforces all security procedures
• Printing fleet installation and maintenance.
• Coordination with Printer and Multi-function copiers vendors for maintenance.
• Troubleshoots, cleans, and repairs/rebuilds equipment.
• Performs more complex hardware and software configuration
• 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 ITSS and, focal points to deliver IT services to UNCTAD staff members.
• 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.
• Performs other duties as required.

• Professionalism: Knowledge of information technology and applications, including computer system. Good technical skills, ability to conduct hardware and software maintenance, provide IT 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. 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.

• Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

• 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.

High school diploma or equivalent is required. ITIL foundation certification is desirable.

A minimum of seven years of relevant progressively responsible experience in Information Systems administration and support, IT Procurement and related areas is required, of which at least three years in the United Nations Common System. Experience in IT procurement with ERP system such as Umoja is required. Experience with team collaboration and document management systems such as SharePoint 2013, SharePoint Online is required. Experience in Office 365 end-user support is required. Experience in Printers and Multifunction copier installation and management is desirable. Experience with Audio and Video conference management systems such as Cisco enabled conference rooms is desirable.

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English and French are required. Knowledge of another official United Nations language is an advantage.
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Evaluation of qualified candidates may include an assessment exercise which will be followed by competency-based interview.

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

This position may require to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis.

Passing the United Nations Administrative Assessment Support Test (ASAT) at Headquarters, ECA, ESCWA, UNOG, UNOV, ICTR, ICTY or the Global General Services Test (GGST) is a prerequisite for recruitment consideration in the General Service category in the United Nations Secretariat.

Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

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 or sexual abuse, or crimes other than minor traffic offences, 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.

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.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side 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.

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.