ICT Associate

Job Posting Organization:
UN Women was established in July 2010 by the United Nations General Assembly as the United Nations Entity for Gender Equality and the Empowerment of Women. The organization was created as part of the UN reform agenda, merging the resources and mandates of four previously distinct parts of the UN system that focused on gender equality and women's empowerment. UN Women operates globally, with a mission to eliminate discrimination against women and girls, empower women, and achieve equality between women and men as partners and beneficiaries of development, human rights, humanitarian action, and peace and security" style="border-bottom: 1px dotted #007bff !important;">security. The organization is committed to creating a diverse and inclusive environment of mutual respect, employing individuals regardless of race, religion, color, sex, gender identity, sexual orientation, age, ability, national origin, or any other basis covered by appropriate law. UN Women has a zero-tolerance policy on conduct that is incompatible with its aims and objectives, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination.

Job Overview:
The ICT Associate position at UN Women is primarily focused on providing local ICT support for the Nairobi office, which is part of a new Global Office being established in Kenya. The role involves being a member of the global ICT helpdesk team and serving as the local resource for technical assistance. The incumbent will work closely with the ICT team at the Regional Office for East & Southern Africa and global IST teams at headquarters. The position requires hands-on support, infrastructure maintenance, and user engagement, ensuring that personnel receive timely and reliable technical assistance. The ICT Associate will be responsible for delivering high-quality ICT support services, maintaining compliance with corporate standards, resolving incidents promptly, and promoting effective user engagement through training and knowledge sharing.

Duties and Responsibilities:
The duties and responsibilities of the ICT Associate include providing first-contact resolution for ICT incidents through various communication channels, investigating and resolving common hardware, software, and connectivity issues, and escalating complex issues to global IST teams. The role also involves installing and configuring standard ICT hardware and software, implementing security measures, monitoring the local network environment, and coordinating with local internet service providers. Additionally, the ICT Associate will maintain an accurate inventory of ICT assets, support local ICT procurement, deliver training on standard computing tools, document local procedures, and serve as the local ICT point of contact for user account management and collaboration with global IST teams. The position also includes providing audiovisual conferencing support for various meeting formats and ensuring the efficient functioning of the office.

Required Qualifications:
The required qualifications for the ICT Associate position include a good working knowledge of IT infrastructure, proficiency in Microsoft 365 end-user support, familiarity with ITSM tools, and basic knowledge of information security principles. The candidate should possess strong client-service orientation, organizational skills, and the ability to communicate technical concepts to non-technical users. The role requires the ability to work as part of a distributed team and establish effective working relationships in a multicultural environment.

Educational Background:
The educational background required for the ICT Associate position includes completion of secondary education as a minimum requirement. A Bachelor's degree in information technology or a relevant equivalent field is considered an asset. Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields, such as CompTIA, ITIL, or Microsoft Certified Professional, are desirable.

Experience:
The position requires at least six years of progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services. If the candidate holds a bachelor's degree, three years of experience is acceptable. Experience with Microsoft 365 end-user support, ITSM ticketing tools, basic network troubleshooting, and audiovisual conference support across platforms like MS Teams and Zoom is required. Experience in supporting SharePoint and ERP systems is desirable, as is experience working in a UN system organization or international organization.

Languages:
Fluency in English is required for the ICT Associate position. Knowledge of Kiswahili is desirable, and knowledge of any other UN official language is considered an asset.

Additional Notes:
The ICT Associate position is a full-time role based in Nairobi, Kenya. The position is part of UN Women's efforts to establish a new Global Office in the region, and the incumbent will be expected to adhere to UN Women’s policies and procedures, including undergoing rigorous reference and background checks. The organization emphasizes the importance of completing all sections of the application form to avoid disqualification from the recruitment process.