Information Technology Assistant

vor 3 Wochen

Wien, Österreich United Nations Vollzeit

This position is located in Service Design and Provisioning Team (SDP), Information Technology Service (ITS) - Digital Transformation and Solutions (DTS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The incumbent will work under the direct supervision of the senior Information Technology Assistant leading the Service Design and Provisioning Team (SDP) and the overall supervision to the Chief, Service Delivery Officer in the office of the Chief, ITS.

**Responsibilities**:
Within assigned authority, the Information Technology Assistant will be responsible for the following duties:

- Assist in leading a Virtual team within SDP about personal computing services including PC/laptop services and support and Office 365 account management (Tier 2 support and service design).
- Monitor all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. Perform software distribution updates, scripting, testing and support.
- Perform research into new versions of centrally supported software and perform beta testing, production rollout and post production support.
- Perform 2nd level desktop troubleshooting in conjunction with the Help Desk.
- Prepare, maintain and update file (electronic and paper) and internal databases and draft documentation and reports. Draft end-user and/or technical documentation.
- Install, configure, test and deploy server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, Firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.
- Perform administration, operation, technical support, and monitoring of server systems.
- Undertake troubleshooting of server systems and when the problem persists, escalate to higher level in accordance with procedures.
- Liaise with other groups and the user Departments for maintaining the efficient and reliable operations of server systems.
- Perform 24x7 operations of assigned systems.
- Assist in identifying the need for new systems or re-engineering of the existing systems.
- Respond to requests from user offices and assist in deploying/configuring systems so as to conform to infrastructure standards.
- Collect various statistics on the performance and reliability of server systems and produce pertinent reports.
- Maintain the documentation of server systems, pertinent to operations and system administration.
- Perform tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc. Diagnose and resolve any hardware, software, or connectivity problem, recommend solutions.
- Log all actions in the automated tracking system. Receive and log service requests in the automated request management system.
- Act as problem escalation point for technical staff at lower levels. Escalate problems/tasks to the appropriate parties in accordance with established procedure.
- Create and assign work orders in accordance with established procedure.
- Distribute work assignments and monitor progress. Liaise with other areas of ITS to facilitate completion of service requests.
- Provide technical advice to clients regarding ITS standards and workflow processes.
- Perform quality assurance procedures to ensure client satisfaction.
- Provide guidance and training to new/junior staff.
- Keep abreast of developments in technology both in the UN and in the industry in general.
- Perform other work-related duties, as required

Competencies
- Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
- 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.

Job - Specific Qualification

Having passed the Administrative Support Assessment Test [in English] at the United Nations headquarters, Economic Commission for Africa, Economic and Social Commissio

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