Overview
Provide ICT support and systems administration for mission personnel. Responsible for managing ICT incidents, service requests, and maintaining various ICT systems and infrastructure.
Key Responsibilities
- Serve as the primary point of contact for ICT incidents and service requests.
- Receive, assess, prioritize and schedule requests for ICT support.
- Log, assign, monitor and update service requests and incidents.
- Troubleshoot hardware, software, operating system, mobile device and connectivity issues.
- Escalate complex incidents to specialized ICT personnel or external vendors.
- Ensure timely closure of service requests in accordance with established Service Level Agreements (SLAs).
- Provide technical guidance to users on standard UN software applications, collaboration platforms and ICT best practices.
- Install, configure, maintain and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, audiovisual equipment and other ICT peripherals.
- Support installation, configuration and maintenance of Microsoft Windows, macOS, mobile operating systems and standard enterprise software.
- Diagnose and resolve problems related to operating systems, productivity applications, browsers, email clients and peripheral devices.
- Perform account administration functions including password resets, account unlocks, identity verification, creation and maintenance of user accounts and access permissions.
- Support routine system upgrades, software deployments, equipment replacements and preventive maintenance activities.
- Support the installation, maintenance and troubleshooting of Local Area Networks (LAN), Wireless Networks (Wi-Fi), Wide Area Networks (WAN), internet connectivity and related infrastructure.
- Monitor and troubleshoot TCP/IP networking issues including DNS, DHCP and network connectivity problems.
- Assist in maintaining mission telecommunications services, including VoIP telephony, satellite communications, radio systems (VHF/UHF) and related communications equipment.
- Support network performance monitoring and assist in maintaining operational continuity of ICT infrastructure.
- Maintain accurate inventories of ICT assets using Umoja and other approved asset management systems.
- Track ICT equipment throughout its lifecycle.
- Coordinate equipment deliveries, installations and returns.
- Maintain accurate records of software licenses, warranties, maintenance agreements and vendor documentation.
- Participate in periodic physical verification of ICT assets and inventory reconciliation exercises.
- Monitor the operational status of ICT infrastructure and report incidents affecting service availability.
- Perform routine backup verification and assist with disaster recovery and business continuity procedures.
- Ensure compliance with United Nations ICT security policies and standards.
- Assist in maintaining endpoint security solutions, antivirus software, operating system updates and security patches.
- Support implementation of cybersecurity awareness initiatives and recommend improvements to ICT security practices.
- Prepare and maintain technical documentation, user guides, standard operating procedures and knowledge base articles.
- Maintain accurate records of service requests, recurring incidents and problem resolutions.
- Analyze help desk trends and prepare periodic reports.
- Identify, evaluate and recommend new technologies, software solutions and ICT services.
- Assist in testing, maintenance and user support for internally developed applications and enterprise systems.
- Coordinate with external service providers regarding repairs, warranty claims, maintenance contracts and technical support services.
- Monitor vendor performance and ensure timely completion of contracted ICT services.
- Liaise with procurement, logistics and administrative units regarding ICT acquisitions and equipment deployment.
- Provide technical input for specifications and evaluation of ICT equipment and software procurements.
- Participate in ICT projects, system rollouts and office relocations as required.
- Provide ICT support during conferences, meetings and special events.
- Deliver basic ICT orientation and user training to newly assigned personnel.
- Perform other related duties as assigned.
Required Experience
A minimum of five (5) years of progressively responsible experience in information technology, information systems, network administration, telecommunications, help desk operations or related ICT support services is required. Experience providing enterprise-level ICT support within the United Nations Common System, an international organization, government institution or large public-sector organization is desirable. Experience administering enterprise service management platforms, ICT asset management systems, Active Directory or Microsoft 365 environments is desirable. Experience supporting network infrastructure, telecommunications systems and endpoint security solutions is desirable. Experience using Umoja, ServiceNow or comparable enterprise resource planning and service management systems is desirable.
Qualifications
High school diploma or equivalent is required. Any university degree in the ICT field is desirable. Supplemental training or certification in Computer Science, Information Technology, Information Systems, Network Administration, Telecommunications or a related field is desirable.
