Information Technology Assistant (Global Operations, End-Point Computing)

Job Posting Organization:
The Digital FAO and Agro-Informatics Division (CSI) is a critical component of the Food and Agriculture Organization (FAO), which is dedicated to achieving security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security for all and ensuring that people have regular access to enough high-quality food to lead active, healthy lives. Established in 1945, FAO operates in over 130 countries and employs thousands of staff members who work collaboratively to combat hunger and improve nutrition. The organization focuses on various aspects of agriculture, forestry, fisheries, and rural development, providing expertise and support to member countries in their efforts to eradicate hunger and promote sustainable agricultural practices.

Job Overview:
The Information Technology Assistant (Global Operations, End-Point Computing) plays a vital role in the coordination and execution of IT support functions within the FAO. This position is essential for ensuring that IT services are delivered effectively and efficiently, adhering to established procedures and Service Level Agreements (SLAs). The assistant will be responsible for maintaining a positive IT service environment, which is crucial for the productivity of FAO staff and the overall operations of the organization. The role involves a combination of user support, technical troubleshooting, and collaboration with various teams to ensure that IT services meet the needs of the organization. The assistant will also be involved in maintaining IT equipment and documentation, ensuring compliance with security protocols, and supporting system maintenance tasks. This position requires a proactive approach to problem-solving and a commitment to delivering high-quality IT support.

Duties and Responsibilities:
The duties and responsibilities of the Information Technology Assistant include providing user support and delivering timely customer service to maintain a positive IT service environment. The assistant will assist in the installation, configuration, and basic maintenance of IT hardware and software, troubleshoot routine technical issues, and escalate complex problems to higher-level support teams as necessary. Additionally, the assistant will support endpoint security compliance activities, maintain accurate records of IT equipment and configurations, log and track service requests and incidents, and assist in periodic system maintenance tasks such as updates and backups. The role may also involve assisting in IT-related activities, deployments, and minor infrastructure tasks as directed, and performing other related duties as required. The impact of this work is significant, as it ensures the efficient delivery and reliability of IT services that directly support staff productivity and organizational operations.

Required Qualifications:
Candidates must possess a secondary school education and have a minimum of three years of relevant experience in IT support work. A working knowledge of English at proficiency level C is required. Candidates should also have experience in the installation, configuration, and maintenance of hardware and software, as well as troubleshooting skills for hardware, software, and connectivity issues. Familiarity with Windows, macOS, Microsoft 365 environments, and video conferencing platforms is essential, along with knowledge of network technologies and basic diagnostics. Awareness of IT security practices and understanding of cloud platforms and services are also important qualifications for this role.

Educational Background:
The educational background required for this position includes a secondary school education. This foundational education is essential for understanding the technical aspects of IT support and for effectively performing the duties associated with the role.

Experience:
Candidates should have a minimum of three years of relevant experience in IT support work. This experience should encompass a range of IT support functions, including user support, hardware and software maintenance, and troubleshooting technical issues. The ability to work independently and collaboratively within a team is also crucial for success in this role.

Languages:
A working knowledge of English at proficiency level C is mandatory for this position. Proficiency in additional languages may be considered an asset, enhancing communication and collaboration within the diverse environment of the FAO.

Additional Notes:
This position is classified as General Service Staff, which means that candidates must be nationals of Italy or possess a valid visa or work permit to be eligible for recruitment. The role is based in Rome, Italy, and candidates must reside within commuting distance of the duty station at the time of application. The position may involve full-time hours, and the successful candidate will be expected to adhere to the organization's policies and procedures while delivering high-quality IT support.