Information Technology Assistant

Org. Setting and Reporting: The mandate of the United Nations Economic and Social Commission for Asia and the Pacific (ESCAP) is to promote sustainable and inclusive development and regional connectivity in the Asian and Pacific region. ESCAP’s role as a regional development arm of the United Nations Secretariat is to support its membership with policy oriented research and analysis, normative support and technical assistance and capacity building, to respond to the development priorities and changing needs of the Asian and Pacific region. This position is located in the Information Management, Communications and Technology Section (IMCTS), Division of Administration. The incumbent reports to an Information Technology Officer or a more senior Information Technology Assistant. ResponsibilitiesWithin delegated authority, the Information Technology Assistant will be responsible for the following duties: Cloud Endpoint Management and Cybersecurity • Assists in deploying, configuring, and maintaining Azure Entra ID cloud-based management solutions for endpoint devices. • Monitors and secures Azure Entra ID-managed endpoints to mitigate risks and enhance the cybersecurity posture of the organization. • Provides technical support for Azure Entra ID endpoint issues, including troubleshooting, incident response, and performing vulnerability assessments in a cloud environment. Desktop Administration and Configuration • Assists in monitoring personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly. • Assists in performing software distribution updates, scripting, testing and support. • Performs research into new versions of centrally supported software and performs beta testing, production rollout and post production support. • Performs 2nd level desktop troubleshooting in conjunction with the 1st-tier IT service desk. • Maintains and updates files (electronic and paper) and internal databases. • 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. 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 IMCTS to facilitate completion of service requests. • Provides advice to clients regarding IMCTS 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 IMCTS standards and technology. • Performs other duties as required. Physical Requirements • 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. • 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. EducationHigh school diploma or equivalent is required. A first-level university degree may be accepted in lieu of two years of required experience. Job - Specific QualificationITIL foundation V2/3 certified is required. Work ExperienceA minimum of five years (or three years if graduated with a first-level university degree) of experience in information technology or related area is required. Experience with Microsoft Intune for enrolling and managing computers, ensuring compliance with organizational policies, and streamlining device management processes is required. Experience in computer hardware support, including troubleshooting, repair, and maintenance of laptops, desktops, and peripherals, is required. Experience in Oracle Siebel Helpdesk Agent Application, Administration of Windows 10/11, Microsoft 365, Windows remote assistant, Microsoft Defender, Adobe family software, Citrix Workspace is required. 1 year or more of experience in data analytics or related area is desirable. LanguagesEnglish 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 an advantage. AssessmentQualified applicants may be evaluated through a competency-based interview and/or other assessment methods. Special NoticeThis post is funded from extra budgetary resources. The initial appointment is for a period of one year. Extension of appointment is subject to satisfactory performance and availability of funds. This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment. Applicants for GS and related positions may apply and be considered for locally recruited positions no matter where they are currently located (including the current serving staff members at other duty stations), provided they are locally available upon appointment. They must be authorized to work in the country regardless of where they live at the time of applying for the job opening. 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. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. Applicants, who successfully go through a competitive recruitment process and are recommended for selection and/or inclusion in the roster of pre-approved candidates for subsequent job openings at the same level and with similar functions, may have their application information and roster status shared with other UN Organizations. Such applicants may be contacted by other UN Organizations for similar job openings, subject to the confirmation of their interest. Placement on the roster is no guarantee of a future selection. United Nations ConsiderationsAccording 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 FeeTHE 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.