Closing date: Thursday, 1 January 2015

Posting Title: Information Technology Assistant, G5

Job Code Title: INFORMATION TECHNOLOGY ASSISTANT

Department/ Office

Department for General Assembly and Conference Management

Duty Station

NEW YORK

Posting Period

2 December 2014-1 January 2015

Job Opening number

14-IST-DGACM-38799-R-NEW YORK (R)

United Nations Core Values: Integrity, Professionalism, Respect for Diversity

Special Notice

Recruitment for this position is done on a local basis, whether or not the candidate is a resident of the duty station.

Passing the Administrative Assessment Support Test (ASAT) in English at Headquarters, ECA, ESCWA, UNOG, UNOV, ICTR, or ICTY or the Global General Service 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 the Secretary-General. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

Job openings posted on the Careers Portal are taken off at midnight (New York time) on the deadline date.

Applications are automatically pre-screened according to the published evaluation criteria of the job opening on the basis of the information provided by applicants. Applications cannot be amended following submission and incomplete applications shall not be considered. The selected candidate will be subject to a reference checking process to verify the information provided in the application.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the At-a-Glance on 'The Application Process' and the Instructional Manual for the Applicants, which can be accessed by clicking on 'Manuals' on the upper right side of the browser on Inspira.

Candidates will be required to meet the requirements of Article 101, paragraph 3, of the Charter as well as the requirements of the position. The United Nations is committed to the highest standards of efficiency, competence and integrity for all its human resources, including but not limited to respect for international human rights and humanitarian law. Candidates may be subject to screening against these standards, including but not limited to whether they have committed, or are alleged to have committed criminal offences and/or violations of international human rights law and international humanitarian law.

Organizational Setting and Reporting

The position is located in the Information and Communications Technology Section (ICTS), Office of the Under-Secretary-General (OUSG), Department for General Assembly and Conference Management (DGACM). The incumbent reports to the Chief of Operations Unit, ICTS.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration:

• Assists in monitoring personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
• Develops desktop and laptop images for standard configurations of computing environments in DGACM for six official UN languages.
• Assists in performing software distribution updates, scripting, testing and support.
• Performs research into new versions of centrally supported software; conducts beta testing, production roll-out and post production support.
• Maintains and updates technical documentation for desktop management software.

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.
• Liaises with OICT to facilitate completion of service requests.
• 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 recommend solutions.
• Provide technical advice to clients when necessary.
• Keeps abreast of developments in technology both in the UN and in the industry in general;
• Provides guidance and training to new/junior staff.
• Performs other related duties as required.

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 be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.
• May be required to visit user's premises to resolve problems on their servers or desktop PCs.

Competencies

Professionalism: Knowledge of information technology and applications, including troubleshooting of hardware/software problems and computer system networks. Demonstrated technical skills, ability to conduct desktop and network maintenance, provide ICT HelpDesk 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.

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.

Technological Awareness: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

Education

High school diploma or equivalent. Supplemental courses/technical certificate in information technology or other related field is desirable.

Work Experience

A minimum of five years of experience in information technology or related area is required. Hands-on technical experience with ICT HelpDesk operations, desktop management, hardware/software configuration, office automation and computer user support is required. Experience in network administration is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of French is desirable.

Assessment Method

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.