Service Desk and Windows Environment Administrator

Job Posting Organization:
The International Agency for Research on Cancer (IARC) is a specialized agency of the World Health Organization (WHO) established to promote international collaboration in cancer research. Founded in 1965, IARC is headquartered in Lyon, France, and operates with a mission to reduce the global burden of cancer through research and collaboration. The organization employs a diverse workforce and engages in various research initiatives across multiple countries, focusing on cancer prevention, diagnosis, and treatment. IARC's Services to Science and Research (SSR) branch plays a crucial role in supporting the agency's scientific mission by managing resources and delivering administrative services effectively. The organization is committed to fostering a collaborative environment that enhances its impact on global health.

Job Overview:
The Service Desk and Windows Environment Administrator position at IARC involves providing essential IT support and administration within the Information Technology Services (ITS) unit. The role is critical in ensuring the smooth operation of IT services and infrastructure, which includes managing service desk operations and maintaining Windows environments. The incumbent will be responsible for first- and second-level IT support, assisting users with technical issues, and ensuring that IT services align with the agency's operational needs. The position requires collaboration with various teams to enhance the digital workplace experience and promote efficient IT service delivery. The successful candidate will also contribute to the development of user documentation and training materials, ensuring that all personnel are equipped with the necessary knowledge to utilize IT resources effectively. This role is integral to maintaining the agency's IT governance and supporting its scientific mission through reliable technology solutions.

Duties and Responsibilities:
The duties and responsibilities of the Service Desk and Windows Environment Administrator include:

• Collaborating with the ITS team to establish best practices for IT support processes.
• Managing the delegation of first and second-level support to designated support services, ensuring compliance with service level agreements (SLAs).
• Providing continuity of IT support to personnel and visitors, acting as an escalation point for incidents and service requests.
• Serving as a liaison between IARC users and IT support teams to facilitate efficient support and maintenance.
• Validating and enriching the knowledge base and documentation for self-service support.
• Ensuring traceability and accuracy of incidents and service requests in the IT management system, analyzing historical records to identify trends and areas for improvement.
• Collaborating with colleagues to promote a harmonized digital workplace experience.
• Sharing knowledge and tips to enhance IT literacy across the agency.
• Assisting in user training and education activities in collaboration with IT team members. 1
• Performing additional related duties as assigned by the supervisor. For Windows Environment and Desktop Computing Administration, responsibilities include:
• Managing daily operations, maintenance, and disaster recovery of Windows Domain controllers and associated functions.
• Administering Microsoft Windows-based servers and workstations, including Apple computers.
• Responding to security" style="border-bottom: 1px dotted #007bff !important;">security incidents related to the Endpoint Detection and Response (EDR) system.
• Overseeing procurement and deployment of IT user equipment in accordance with IARC policies.
• Participating in ongoing ITS projects as assigned.
• Serving as a backup for the Service Desk Analyst when needed.
• Performing other related tasks as assigned by the supervisor.

Required Qualifications:
The required qualifications for the Service Desk and Windows Environment Administrator position include:

• Completion of secondary school education, plus two years of specialized studies in computer science, information technology, or a relevant field recognized by a diploma (BTS, DUT, license, or equivalent).
• Essential professional experience of at least three years in an IT environment, preferably in a support role or Windows environment and desktop computing administration.
• Experience in user account management in Active Directory environments, Microsoft PowerShell, and automation technologies.
• Familiarity with Information Technology Service Management (ITSM) solutions and major brands of desktop and laptop solutions.
• Ability to write end-user documentation and solution guides.
• Experience in using and migrating user data, as well as managing Microsoft System Center Configuration Manager (SCCM). Desirable qualifications include ITIL certification and a university degree in a relevant field.

Educational Background:
Candidates must have completed secondary school education and possess two years of specialized studies in computer science, information technology, or a relevant field recognized by a diploma (BTS, DUT, license, or equivalent). A university degree in computer science or information technology is desirable, along with ITIL certification.

Experience:
The position requires a minimum of three years of professional experience within an IT environment, ideally in a support role or in Windows environment and desktop computing administration. Candidates should have experience in user account management, Microsoft PowerShell, ITSM solutions, and writing documentation. Experience with major desktop and laptop brands and familiarity with SCCM is also essential. Desirable experience includes working with Veeam software, MacOS, Linux environments, and mobile device management.

Languages:
Excellent knowledge of English or French is mandatory, with intermediate knowledge of the other language being desirable. Proficiency in both languages will facilitate communication with users from diverse backgrounds and enhance the effectiveness of IT support.

Additional Notes:
The position offers a fixed remuneration of EUR 3,396 per month, net of income tax, before deductions for mandatory contributions to the United Nations Joint Staff Pension Fund and private insurance plans. Additional benefits include various types of leave and allowances for dependent family members. Employment status is that of an international civil servant, and the position is subject to local recruitment, ideally filled by candidates residing within the local commuting area. The vacancy notice may be used to fill other similar positions at the same grade level or lower. Candidates under serious consideration will be contacted, and a written test or presentation may be part of the screening process. IARC/WHO is committed to diversity and inclusion, encouraging applications from women, persons with disabilities, and nationals of underrepresented states. The organization adheres to high ethical standards and has a zero-tolerance policy towards abusive conduct.