United Nations Volunteers (UNV)

Information Technology Assistant / Service Desk Technician

United Nations Volunteers (UNV)

Job Description

  Minimum age: 25 years old. Nationals of the country of assignment are not eligible, except the assignments in Headquarters Duty Stations.

Description of task Under the direct supervision of the Chief Service Management Unit and overall supervision of the Chief Field Technology Section, the UN Volunteer will undertake the following tasks:
  1. Timely and effective IT Technical Assistance and support to the users including software/hardware installation and Operational Support Serving as the first point of contact for the users seeking technical assistance:

    · Troubleshooting network connectivity issues (LAN and Wireless) to determine root causes.

    · Perform remote troubleshooting through diagnostic techniques and pertinent questions.

    · Determine the best solution based on the issue and details provided by users.

    · Walk the users through the problem-solving process.

    · Direct unresolved issues to the next level of support personnel, where and when appropriate.

    · Pass on any feedback or suggestions by the users to the supervisor.

    · Modify configurations, utilities, software default settings, etc. for the local workstation.

    · Assist with onboarding of new users.

    · Install, test and configure new workstations, peripheral equipment and software.

    · Manage PC setup and deployment for new Staff using standard hardware, images and software.

    · Attempt to perform 1st time resolution.

    · Perform timely workstation hardware and software upgrades as required.
  2. To provide timely and effective common IT support related to computers and peripherals

    · Provides user support for computers, printers and laptops/notebooks, docking stations, peripherals and handhelds.
  3. Resolves and closes all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.

    · Keeps the users informed of their calls' status as appropriate.

    · Keeps ICT Specialist informed of notable trends, solutions, fixes, delays that are in effect and any new processes.

    · Provides support for Conference room and Video Conference setup.

    · Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or Operating Systems.

    · Provide accurate information on IT products or services · Record events and problems and their resolution in logs · Identify and suggest possible improvements on procedures · Report issues to the IT unit for escalation.
  4. Perform other tasks as directed by the Supervisors.
Qualifications/Requirements Required degree level: Bachelor degree or equivalent Education - Additional Comments: Bachelor in Information Technology, or equivalent diploma/certificate from Polytechnic or college in telecommunications, or equivalent diploma/certificate; Required experience: 48 Months Experience remark: At least 4 years’ experience working with IT systems.

Experienced technical knowledge of hardware and software on information technology infrastructure, servers, workstations, desktop PCs, and peripherals; and in all areas relevant to advanced technology especially in development of office automation applications in a stand-alone and LAN environment.

Practical experience in networking technologies (Ethernet, LAN, Wireless) Knowledge in Microsoft Office 365 platform and Service Management best practices (ITIL/ISO 2000, Prince 2).

Virtualization and Cloud technology knowledge is a bonus.

Good interpersonal skills and active listening skills.

Language skills:
  • English(Mandatory), Level - Fluent
Area of expertise: Other information and telecommunications technology experience Area of expertise details: Information Technology systems.

Driving license: Yes Competencies values: Accountability, Adaptability and Flexibility, Client Orientation, Commitment and Motivation Application procedure: * Not yet registered in the UNV Talent Pool? Please first register your profile at https://vmam.unv.org/candidate/signup. Important: After creating your account, complete all sections of your profile and submit it. Then go to ‘My Page’ at https://vmam.unv.org/candidate/mypage and click on the ‘Special Calls’ hyperlink. Lastly, select the special call to which you would like to apply.

* Already registered in the UNV Talent Pool? Please first update your profile at https://vmam.unv.org/candidate/profile. Then go to ‘My Page’ at https://vmam.unv.org/candidate/mypage and click on the ‘Special Calls’ hyperlink to select the special call to which you would like to apply.

Application deadline: 21 Feb 2021
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