Org. Setting and Reporting

This post is located in the Information Services Section (ISS), Information Management Branch (IMB) of the United Nations Office for the Coordination of Humanitarian Affairs in New York. OCHA is the part of the United Nations Secretariat responsible for bringing together humanitarian actors to ensure a coherent response to emergencies. OCHA’s mission is to mobilize and coordinate effective and principled humanitarian action in partnership with national and international actors to alleviate human suffering in disasters and emergencies; advocate the rights of people in need; promote preparedness and prevention and facilitate sustainable solutions. This position-specific job opening is being advertised for the position of Information Technology Assistant in New York, Information Services Section (ISS). Under the overall supervision of the Chief of Information Services Section, the incumbent reports to the Information Systems Officer within ISS, IMB.

Responsibilities

Within limits of delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration • Logs, tracks, and manages user requests and incidents using ticketing system, ensuring timely and accurate resolution. • Provides support to end-users on O365 applications, including SharePoint Online, Teams, and other related services, ensuring effective use of IT systems and tools. • Assists with managing mailing lists and shared mailboxes, including creating, modifying, and removing access for users as needed. • Facilitates device setup and enrollment into Azure AD, including imaging, personalization, and troubleshooting. • Supports virtual meetings, teleconferences, and town hall events using platforms such as Webex, Teams, and VTC, ensuring seamless connectivity and functionality. • Stays updated on the latest developments in IT systems, tools, and enterprise applications to provide informed and up-to-date assistance. • Performs 2nd level desktop troubleshooting in conjunction with the Unite ServiceDesk and Product Support. • Maintains and updates files (electronic and paper) and internal databases. • Performs other related duties as required. End-User Assistance • Addressing technical issues, troubleshooting connectivity problems, and ensuring seamless access to enterprise systems. • Handles scheduled service requests, such as equipment replacement, installation, de-installation, software setup, LAN connectivity, and returns to stock, ensuring timely and efficient completion. • Diagnoses and resolves hardware, software, or connectivity issues promptly to minimize disruptions. • Conducts site surveys and provides recommendations for IT infrastructure improvements as needed. • Provides technical support for enterprise applications such as Webex, ServiceNow, Azure AD, and Umoja, ensuring users can access and utilize these tools effectively. • Installs, configures, and troubleshoots peripherals such as printers, scanners, and other devices to support operational needs. • Collaborates with other IT teams and escalate complex issues to ensure comprehensive support and resolution. • Monitors and addresses recurring technical issues, recommending proactive solutions to enhance system reliability. • Assists in responding to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards. • Performs other related duties as required. Service Installation and Support • Receives and logs problem calls or service requests in the automated tracking system with minimum delay. • Attempts to resolve as many problem calls or service requests on initial contact. • Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc. • Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay. • Provides basic training to end-users on the use of standard systems. • Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc. • Escalates problems to the appropriate parties in accordance with established procedure; • Detects problem patterns and recommend solutions. • Keeps abreast of developments in technology both in the UN and in the industry in general. • Performs other related duties as required. Procurement and Logistics • Receives, unpacks, and inspects all incoming assets. • Enters assets and asset transactions into the automated inventory management system in accordance with established procedure. • Obeys and enforces all security procedures. • For stock purchases under $1000, solicits multiple bids from various vendors. • Troubleshoots, cleans, and repairs/rebuilds equipment. • Performs hardware and software configuration in accordance with established procedure. • Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition. • Monitors inventory levels and alert supervisor when low thresholds are reached. • Keeps abreast of developments in technology in the UN and in the industry in general. • Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work. • Performs other duties as required. Service Coordination • Receives and logs service requests in the automated request management system. • Creates and assigns work orders in accordance with established procedure. • Liaises with other areas of ITSD to facilitate completion of service requests. • Provides advice to clients regarding ITSD standards and workflow processes. • Performs quality assurance procedures to ensure client satisfaction. • Escalates problems encountered to the supervisor. • Performs filing and record-keeping tasks for the unit. • Keeps abreast of latest ITSD standards and technology. • Performs other duties as required. Physical Requirements • May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis. • May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends. • May be required to visit user’s premises to resolve problems on their servers or desktop PCs. • May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower. Other • Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. • Assists with visualizations and updating information material such as web pages or brochures.

Competencies

• PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Able to perform analysis, modeling and interpretation of data in support of decision-making. • COMMUNICATION: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed. • CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Education

High school diploma or equivalent is required.

Job – Specific Qualification

Not available.

Work Experience

A minimum of five (5) years in information technology or related area is required. The minimum years of relevant experience is reduced to three (3) years for candidates who possess a first-level degree or higher. Experience in supporting virtual meetings using platforms like Webex, Teams, and VTC is required. Experience in digital technologies, such as cloud computing, ERP systems, and digital platforms is desirable. Experience with IT systems and tools, including O365 applications, SharePoint Online, Teams, and Azure Active Directory (Azure AD) is desirable. Experience in ICT context within the UN Common System or other international organization is desirable. At least two (2) years of experience in IT user support is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another official United Nations language is desirable.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This position is funded for a finite period of one year. Extension of the appointment is subject to extension of the mandate and the availability of the funds. This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.