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. The agency employs a diverse workforce and collaborates with various countries to enhance cancer research efforts worldwide. IARC's Services to Science and Research (SSR) branch plays a crucial role in supporting its scientific mission by managing resources and delivering essential administrative services. The organization is committed to risk mitigation and implementing strategies that strengthen capacities to maximize its impact in the field of cancer research.

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 IT governance, digital workplace management, scientific IT support, and cyber security" style="border-bottom: 1px dotted #007bff !important;">security. The incumbent will be responsible for first- and second-level IT support, managing user documentation, and maintaining Windows desktops and servers. This position requires collaboration with various teams to enhance the digital workplace experience for IARC users and to ensure that IT services are delivered efficiently and effectively. The successful candidate will be expected to contribute to the continuous improvement of IT support processes and to assist in the procurement and deployment of IT equipment, thereby playing a vital role in the agency's mission to support cancer research.

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 levels of support to designated support services, ensuring compliance with the services catalogue and Service Level Agreements (SLAs).
• Providing continuity of level 1 support and 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.
• Acting as the focal point for ITS documentation, validating and enriching the knowledge base.
• 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 ITS colleagues to promote a harmonized digital workplace experience.
• Sharing knowledge and tips during interventions and updating supporting documents.
• Assisting in agency-wide learning and education activities, such as user training. 1
• Performing any other 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, Microsoft Windows servers, and workstations.
• Installing and administering Apple computers.
• Responding to security incidents related to the Endpoint Detection and Response (EDR) security system.
• Overseeing the procurement and deployment of IT user equipment.
• Participating in new and ongoing ITS projects as assigned.
• Serving as a backup for the Service Desk Analyst.
• Performing any other related tasks assigned by the supervisor.

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

• Essential: 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, license pro, or equivalent).
• Desirable: Information Technology Infrastructure Library (ITIL) certification; a university degree in computer science, information technology, or a relevant field.
• Essential: Minimum of three years of experience within an IT environment, preferably in a support role and/or Windows environment and desktop computing administration role.
• Experience in user account management in Active Directory environments, Microsoft PowerShell, automation technologies, and Information Technology Service Management (ITSM) solutions.
• Experience with major brands of desktop and laptop solutions (e.g., Dell, HP, Lenovo) and writing end-user documentation and solution guides.
• Dedicated experience for Windows end users, including data migration and management of Microsoft System Center Configuration Manager (SCCM).
• Desirable: Experience in Veeam Endpoint backup, MacOS and/or Linux desktop environments, Microsoft InTune, and Mobile Device Management.

Educational Background:
The educational background required for this position includes the completion of secondary school education along with two years of specialized studies in computer science, information technology, or a relevant field recognized by a diploma. A university degree in computer science or a related field is desirable, as is certification in Information Technology Infrastructure Library (ITIL).

Experience:
The position requires a minimum of three years of experience in an IT environment, particularly in a support role or in Windows environment and desktop computing administration. Candidates should have experience in user account management, automation technologies, and ITSM solutions, as well as familiarity with major desktop and laptop brands. Experience in writing documentation and managing user data is also essential.

Languages:
Candidates must have excellent knowledge of English or French, with intermediate knowledge of the other language being advantageous. 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 but 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 targeting candidates residing within the local commuting area of Lyon. The selection process may include a written test and/or presentation. Candidates under serious consideration will be contacted, and only those who meet the educational qualifications from accredited institutions will be considered. IARC/WHO is committed to diversity and inclusion, encouraging applications from women, persons with disabilities, and nationals of underrepresented states.