ICT Associate

Job Posting Organization:
UN Women was established in July 2010 by the United Nations General Assembly as part of the UN reform agenda to enhance gender equality and women's empowerment. The organization merges the efforts of four previously distinct parts of the UN system that focused on gender issues, namely DAW, OSAGI, INSTRAW, and UNIFEM. 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, ensuring that all employment decisions are based on qualifications, competence, integrity, and organizational need.

Job Overview:
The ICT Associate position at UN Women in Bonn, Germany, is a critical role within the global ICT helpdesk team. The incumbent will serve as the local ICT support resource for the Bonn office, ensuring that personnel receive timely and reliable technical assistance. This role is primarily hands-on, focusing on local helpdesk support, infrastructure maintenance, and user engagement. The ICT Associate will work closely with global IST teams at headquarters, including Information Security, Platforms and Service Delivery, and Enterprise Applications. Under the direct supervision of the Platforms and Service Delivery Manager, the incumbent will ensure the delivery of high-quality ICT support services, compliance with corporate standards, timely resolution of incidents, and effective user engagement through training and knowledge sharing.

Duties and Responsibilities:
The duties and responsibilities of the ICT Associate include:

• ICT Support and Service Delivery: Provide first-contact resolution for ICT incidents via various communication channels, logging all interactions in the ITSM tool. Investigate, diagnose, and resolve common hardware, software, and connectivity issues, escalating complex issues as necessary. Provide first-level support for corporate applications and communicate incident status to end users.
• Hardware, Software, and Local Infrastructure Support: Install and configure UN Women standard ICT hardware and software, implement security measures, and monitor the local network environment.
• IT Asset Management: Maintain an accurate inventory of ICT assets, support local ICT procurement, and manage local office technology.
• Training and Knowledge Management: Deliver training on standard computing tools, contribute to team knowledge sharing, and document local procedures.
• Collaboration and Coordination: Serve as the local ICT point of contact, liaise with global IST teams, and coordinate with local vendors.
• Audiovisual and Conferencing Support: Provide support for audiovisual conferencing and manage video conferencing facilities.

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 clearly to non-technical users. Additionally, the ability to work as part of a distributed team and establish effective working relationships in a multicultural environment is essential.

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:
Candidates should have at least six years of progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services. Alternatively, three years of experience is acceptable if the candidate holds a bachelor's degree. Experience with Microsoft 365 end-user support, ITSM ticketing tools, basic network troubleshooting, and audiovisual conference support across multiple platforms is required. Experience working in a UN system organization or international organization is also desirable.

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

Additional Notes:
The position is based in Bonn, Germany, and is part of UN Women's efforts to establish a new Global Office in the city. The role is full-time and may involve collaboration with various stakeholders, including local vendors and other UN agencies. UN Women emphasizes diversity and inclusion in its hiring practices and has a zero-tolerance policy on conduct that is incompatible with its aims and objectives.