ICT Helpdesk Associate

Job Posting Organization:
The job posting organization is the United Nations Development Programme (UNDP), which is a global development network advocating for change and connecting countries to knowledge, experience, and resources to help people build a better life. Established in 1965, UNDP operates in approximately 170 countries and territories, working to eradicate poverty and reduce inequalities through sustainable development. The organization focuses on various areas including democratic governance, peacebuilding, climate change, and disaster resilience, and has a mission to empower lives and build resilient nations.

Job Overview:
The ICT Helpdesk Associate plays a vital role in the ICT team within the Country Office (CO) of UNDP, which is increasingly reliant on digital technology for its operations, projects, and program deliveries. The primary function of this position is to enhance the IT infrastructure, which encompasses network management, software maintenance, database management, IT training, and capacity development activities. The Associate will work under the guidance of the ICT Associate/Head of ICT Unit, providing essential services related to ICT issues and ensuring that the technology solutions implemented align with the organization's goals. The role requires close collaboration with Programme and Operations teams of UN Agencies to resolve ICT-related issues effectively and efficiently, thereby contributing to the overall digital transformation efforts of the CO.

Duties and Responsibilities:
The ICT Helpdesk Associate is responsible for a wide range of duties, including but not limited to:

• Providing IT support to end-users, which involves monitoring Intune enrollment for work computers, offering support on corporate cloud services, and providing both on-site and remote assistance for software and hardware issues. The Associate will troubleshoot operational IT problems and assist in organizing events that require IT support.
• Monitoring and controlling the effective functioning of ICT hardware and software, including organizing periodic maintenance, assisting in software installations and upgrades, and supporting users in data backup and restoration.
• Supporting network administration and security" style="border-bottom: 1px dotted #007bff !important;">security by responding to end-user needs regarding network access, implementing IT security measures, and troubleshooting network problems.
• Providing administrative support, maintaining inventory and stock of supplies, and assisting in the Intune enrollment process.
• Facilitating knowledge building and sharing within the CO by organizing training sessions for staff on ICT issues and contributing to knowledge networks and communities of practice. The incumbent is also expected to perform other duties as necessary for the efficient functioning of the Office and the Organization.

Required Qualifications:
The position requires a minimum of secondary education, with a university degree in Computer Science or a related field being advantageous but not mandatory. Candidates must have at least six years of relevant work experience in ICT user support and client service if they possess a secondary education, or three years of experience if they hold a university degree. Required skills include previous experience in network administration, management of hardware and software platforms, and familiarity with Microsoft Windows-based applications and Microsoft 365 services. Desired skills include experience with UN Agencies, providing ICT Helpdesk services, user-centered design, and ongoing technical support for implemented systems.

Educational Background:
Candidates must have at least secondary education, with a university degree in Computer Science or a related field being preferred. Relevant certifications in computer science or IT are considered an asset, enhancing the candidate's qualifications for the role.

Experience:
The position requires a minimum of six years of relevant work experience in ICT user support and client service for candidates with secondary education, or three years for those with a university degree. Experience in network administration and support for hardware and software platforms is essential, along with a demonstrated ability to provide timely and efficient ICT support to users.

Languages:
Fluency in English, Romanian, and Russian is mandatory for this position. Knowledge of additional minority languages relevant to Moldova, such as Romani, Gagauzian, Bulgarian, Ukrainian, and sign language, is considered an asset, enhancing communication with diverse user groups.

Additional Notes:
The position is expected to adhere to UNDP's policies and regulations, ensuring compliance with ICT, programming, financial, procurement, and administrative rules. The organization values diversity and encourages qualified applicants from all backgrounds to apply. UNDP does not charge any fees during the recruitment process and is committed to creating an inclusive workplace. The role may involve the selection of multiple candidates based on merit and suitability.