Org. Setting and Reporting

This position is located in the Centre for Humanitarian Data (CHD), Information Management Branch, Office for the Coordination of Humanitarian Affairs (OCHA) based in The Hague, The Netherlands. OCHA is part of the United Nations Secretariat responsible for bringing together humanitarian actors to ensure a coherent response to emergencies. OCHA also ensures there is a framework within which each actor can contribute to the overall response efforts. OCHA’s mission is to mobilize and coordinate effective and principled humanitarian action in partnership with national and international actors in order to alleviate human suffering in disasters and emergencies; advocate the rights of people in need; promote preparedness and prevention and facilitate sustainable solutions.

The Information Technology Assistant reports directly to the CHD´s Data Manager.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties:
Desktop Administration and Configuration
• Occasionally supervises a team of staff for specific projects.
• Monitors all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
• Performs software distribution updates, scripting, testing and support.
• Performs research into new versions of centrally supported software and perform beta testing, production rollout and post production support.
• Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.
• Provides technical advice to clients when necessary.
• Provides guidance and training to new/junior staff.
• Prepares, maintains, and updates files (electronic and paper) and internal databases.
• Drafts documentation and reports.
• Performs other related duties as required.

Server Operations and Administration
• Occasionally supervises a team of staff for specific projects.
• Installs, configures, tests and deploys 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.
• Performs administration, operation, technical support, and monitoring of server systems.
• Undertakes troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
• Liaises with other groups of ITSD and the user Departments for maintaining the efficient and reliable operations of server systems.
• Performs 24×7 operations of assigned systems.
• Assists in identifying the need for new systems or re-engineering of the existing systems.
• Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards
• Implements backups of servers following standard backup procedures.
• Collects various statistics on the performance and reliability of server systems, and produces pertinent reports.
• Maintains the documentation of server systems, pertinent to operations and system administration.
• Provides guidance and training to new/junior staff.
• Prepares, maintains, and updates files (electronic and paper) and internal databases.
• Drafts documentation and reports.
• 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 and applications;
• Drafts end-user and/or technical documentation.
• 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.
• Acts as problem escalation point for technical staff at lower levels.
• Escalates problems/tasks to the appropriate parties in accordance with established procedure.
• Detects problem patterns and recommends solutions.
• Keeps abreast of developments in technology both in the UN and in the industry in general;
• Provides training to junior technical staff.
• Occasionally supervises a team of technical staff for special projects.
• Performs other related duties as required.

Procurement and Logistics
• Receive, 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.
• Troubleshoots, cleans, and repairs/rebuilds equipment.
• Performs more complex hardware and software configuration tasks such as creating standard images.
• Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
• Prepares and releases equipment for service requests.
• Liaises with other areas of ITSD, focal points, and staff of the Permanent Missions.
• Monitors inventory levels and initiates procurement 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.
• Occasionally supervises a team of logistics staff for special projects.
• Performs other duties as required.

Service Coordination
• Supervises a team of service coordination staff.
• Receives and logs service requests in the automated request management system.
• Creates and assigns work orders in accordance with established procedure.
• Distributes work assignments and monitor progress.
• 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.
• Addresses escalated problems and monitor to resolution.
• Detects problem patterns and recommend solutions.
• 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.

General Administration
• Drafts routine correspondence to respond to enquiries in respect to relevant IT requests.
• Coordinates extensively with service units and liaises frequently with internal team members both at Headquarters and in the field.
• Assists with administration of IT procurement with external contractors.
• Enters assets and asset transactions into the inventory management system in accordance with established procedure.
• Undertakes data management activities related to the Humanitarian Data Exchange (HDX) platform, as required.
• Performs other IT related administrative duties, as required.

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.

¿ 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.

¿ Technological Awareness: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

Education

High school diploma or equivalent is required. Applicants will need to have passed the United Nations Administrative Support Assessment Test (ASAT)/Global General Service Test (GGST) at Headquarters or an equivalent locally-administered test at Offices Away from Headquarters.

Work Experience

A minimum of seven years of experience in information technology or related area is required.

Experience providing Tier-II support to clients using MS365 applications is desirable.

Experience in Microsoft operating systems, Microsoft office solutions, system installation and configuration or related area is desirable.

Experience in ICT inventory management process and systems is desirable.

Experience in data analytics, dashboard development or a related area is desirable.

Languages

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

Assessment

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

Special Notice

This post is funded for a period of one year. Extension of the appointment is subject to extension of the mandate and/or 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 subject to local recruitment are required to be authorized to work in the country regardless of where they live at the time of applying for the job opening. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test after submitting an application. Staff members who were granted a fixed-term, continuing or permanent appointment as a result of having passed a predecessor test recognized by the Office of Human Resources Management, and who have continuously held such appointments are not required to take the new test.

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.

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.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side 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.