Information System Assistant

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Position Title: Information System Assistant
Location: Juba
Country: South Sudan
Deadline Date:

Job Details

Job Posting Organization:
The United Nations Mission in South Sudan (UNMISS) was established in 2011 under the auspices of the UN Department of Peacekeeping Operations (DPKO). The mission's primary objective is to support the peace process in South Sudan and to protect civilians. UNMISS operates under a mandate that has been renewed multiple times, with the most recent extension being until March 15, 202

• The mission aims to prevent a return to civil war, build durable peace, and support inclusive governance and free elections. UNMISS has a significant presence in South Sudan, with a ceiling of 17,000 troops and over 2,100 police personnel, including corrections officers. The organization is committed to advancing human rights and humanitarian assistance in the region, and it operates in a challenging environment where the security" style="border-bottom: 1px dotted #007bff !important;">security situation remains precarious. For more information about UNMISS and its mandate, please refer to their official website.

Job Overview:
The Information System Assistant will work under the direct supervision of the FTS Field Coordinator at the field office. This role involves a variety of IT support tasks, including assessing and recording service requests, maintaining and tracking incidents using a Customer Relationship Management (CRM) system, and ensuring timely resolution of technical issues. The assistant will be responsible for managing user accounts, troubleshooting technical problems, and providing support for Microsoft 365 applications and other critical UN applications. The position requires a proactive approach to problem-solving and the ability to work collaboratively with users to ensure their IT needs are met efficiently. The assistant will also be involved in the installation and configuration of computing devices, network infrastructure, and online collaboration tools, making this role integral to the smooth operation of IT services within the mission.

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

• Assessing, recording, dispatching, maintaining, and tracking all service requests and incident calls using the CRM system in accordance with ITIL concepts.
• Ensuring timely resolution of all tickets assigned at Tier 1 level and following up with Tier 2 support until issues are resolved and closed.
• Assisting users with account registration, login, and maintenance for all corporate and enterprise applications.
• Managing computer servers, backup operations, and troubleshooting technical issues.
• Performing installation and configuration of computing devices running on Microsoft Windows 10 or above, including TCP/IP protocol stack configuration, IP address assignment, DNS configuration, internet proxy settings, active directory management, and anti-virus server updates.
• Supporting users with Microsoft 365 email account setup, Active Directory password resets, and SAP account password resets.
• Providing support for Microsoft 365 Office and cloud applications, as well as UN critical applications like iNeed, FSS, and SAP accounts on Umoja Tier 1 level support.
• Installing network peripherals such as printers and data communication devices.
• Assisting in the installation of network infrastructure, including cabling and troubleshooting network connectivity issues. 1
• Performing ICT workshop tasks for quick repairs of assets reported by end-users. 1
• Assisting in the setup of online collaboration devices and services for meetings, including video conferencing tools like MS Teams and Zoom. 1
• Performing other duties as required by the supervisor.

Required Qualifications:
The position requires a strong foundation in information technology and customer support. Candidates should possess excellent problem-solving skills, a customer-oriented mindset, and the ability to work effectively in a team environment. Familiarity with ITIL concepts and experience with CRM systems is highly desirable. Additionally, candidates should have a good understanding of Microsoft Windows operating systems, Microsoft 365 applications, and network infrastructure.

Educational Background:
Candidates for the Information System Assistant position should have a relevant educational background in information technology, computer science, or a related field. A degree or diploma in these areas is preferred, along with certifications in IT support or networking, which would enhance the candidate's qualifications for the role.

Experience:
The position requires candidates to have a minimum of 2 years of relevant experience in IT support, help desk services, or a similar role. Experience working in a multicultural environment and familiarity with UN operations or similar international organizations would be advantageous. Candidates should demonstrate a track record of effectively resolving technical issues and providing excellent customer service.

Languages:
Fluency in English is mandatory for this position, as it is the working language of the UN. Knowledge of additional languages, particularly those spoken in South Sudan, would be considered an asset and could enhance communication with local staff and stakeholders.

Additional Notes:
The Information System Assistant position is based in Juba, South Sudan, and is classified as a non-family duty station. Candidates should be prepared for austere living conditions, including shared accommodation and basic facilities. The role may involve working in challenging environments, and the ability to adapt to difficult living conditions is essential. The position is full-time, and candidates should be aware of the potential for water shortages and power outages in the area. The UN provides primary health care services within the mission area, and candidates should be prepared for the tropical climate and rainy seasons typical of South Sudan.