Information Technology Assistant - Common Premises

Job Posting Organization:
The United Nations Development Programme (UNDP) is a key member of the United Nations since its establishment in 1945 and has been actively involved in Iraq since 197

• The organization is dedicated to supporting Iraq's transition towards stability and reform, aligning its efforts with the government's vision for a resilient Iraq. UNDP addresses various challenges, including social, economic, environmental, and political issues, with a focus on strengthening institutions to provide inclusive, evidence-based, and gender-responsive services, particularly for vulnerable populations. The organization promotes transparent and accountable governance to protect the rights of marginalized groups and build citizen trust in the state. One of its significant initiatives is the Support to Justice Initiatives project, which aims to combat corruption and enhance commercial dispute resolution in Iraq. This project has five key outcomes, including refining the legal framework for anti-corruption, enhancing the capabilities of the justice sector, and improving public accountability. The Trial Monitoring Programme specifically targets high-level corruption cases in Iraq's specialized courts.

Job Overview:
The Information Technology Assistant - Common Premises is responsible for providing essential technical support across all segments of IT operations within the UNDP Country Office. This role includes offering possible remote assistance to staff in accordance with established Service Level Agreements (SLAs). The incumbent is expected to adopt a client-oriented, quality-focused, and results-driven approach to their work. Reporting to the ICT Specialist – Common Premises, the IT Assistant will play a crucial role in ensuring the smooth operation of IT services, thereby enabling other UN agencies and programs to focus on their core mandates. The position requires a proactive approach to user support, technical troubleshooting, and systems maintenance, ensuring that all IT-related issues are resolved efficiently and effectively.

Duties and Responsibilities:
The duties and responsibilities of the Information Technology Assistant include:

• Providing first-line technical support by resolving user service requests and incidents both face-to-face and remotely, ensuring timely resolution and user satisfaction.
• Communicating with users through service desk platforms and in person, providing clear and descriptive updates on the status of their requests.
• Creating immediate workaround solutions for requests that cannot be resolved within the Service Level Agreement (SLA).
• Installing, maintaining, troubleshooting, operating, and repairing all communication and IT configuration items (hardware and software) used by end-users.
• Recording all support activities meticulously in the service desk application.
• Assisting users with account setup, password resets, software installations, and device configuration.
• Providing support for desktop/laptop troubleshooting, including Windows/MacOS, MS Office, email, printers, and network connectivity.
• Supporting and maintaining IT and video teleconferencing (VTC) assets, including setup and troubleshooting of meeting room equipment.
• Providing technical and functional support for computer information systems, including applications support, server/data center administration, and network operations. 1
• Assisting in the review, testing, migration, and upgrade of customized application software systems/platforms. 1
• Assisting with special infrastructure setups and projects, including network cabling, patching, labeling, and port activation. 1
• Maintaining and troubleshooting LAN/WAN connectivity, Wi-Fi access points, and network devices. 1
• Supporting IP phones, VoIP systems, and basic telephony troubleshooting. 1
• Monitoring and maintaining CCTV systems, access control devices, and other security" style="border-bottom: 1px dotted #007bff !important;">security infrastructure. 1
• Maintaining IT storage areas, labeling, and documentation of assets. 1
• Reporting suspected cases of IT security breaches to the appropriate manager. 1
• Following established incident and change management procedures. 1
• Applying patch management and system hardening practices. 1
• Contributing to continuous improvement processes to enhance user experience. 2
• Performing other duties as necessary for the efficient functioning of the office and organization, including physical tasks such as walking to users’ locations, lifting/carrying equipment, and assisting with cabling or infrastructure projects.

Required Qualifications:
The position requires the following qualifications:

• Strong technical knowledge of IT systems, hardware, and software.
• Proficiency in troubleshooting desktop and laptop issues, including operating systems and applications.
• Familiarity with network configurations and troubleshooting, including LAN/WAN and Wi-Fi.
• Experience with video teleconferencing systems and related technologies.
• Knowledge of IT security practices and incident management procedures.
• Excellent communication skills, both written and verbal, to effectively interact with users and provide clear updates.
• Strong organizational skills and attention to detail in recording support activities and maintaining documentation.
• Ability to work independently and as part of a team, demonstrating adaptability and flexibility in a dynamic environment.

Educational Background:
Candidates should possess a relevant educational background, typically a degree in Information Technology, Computer Science, or a related field. Additional certifications in IT support, networking, or systems administration may be advantageous and demonstrate a commitment to professional development in the IT sector.

Experience:
The ideal candidate should have a minimum of 1-2 years of experience in IT support or a related field. Experience working in a multi-cultural environment or with international organizations is preferred, as it demonstrates the ability to navigate diverse workplace dynamics and understand the unique challenges faced in such settings.

Languages:
Fluency in English is mandatory, as it is the working language of the UN. Knowledge of Arabic is highly desirable, given the local context and the need to communicate effectively with users in Iraq. Additional languages may be considered an asset, enhancing the candidate's ability to engage with a broader range of stakeholders.

Additional Notes:
This position is a national UN Volunteer assignment, meaning the volunteer will be responsible for arranging their own housing and living essentials. National UN Volunteers receive a volunteer living allowance to support a basic, adequate, and safe lifestyle, which varies based on local living costs. The monthly Volunteer Living Allowance (VLA) is set at USD 1251.8, along with a well-being differential of USD 375.5

• Additional benefits include annual and learning leaves, medical and life insurance, and free access to various learning platforms. It is important to note that the allowances provided are not considered compensation or salary but are intended to cover basic living costs for the volunteer and their family, if applicable.