Information Technology Assistant at International Labour Organization

Main Purpose

• As a team member, the incumbent provides a range of user support services in an effective, efficient and client-oriented manner.
• Work involves providing end user assistance, managing active directory (AD) objects, supporting and maintaining office equipment, organizing and maintaining shared drive data, supporting software deployment, and monitoring and supporting local area networks (LAN).
• The incumbent performs the day-to-day work at a fully operational level and identifies and resolves a variety of recurring ICT issues, requiring the correct application of ICT-related rules, regulations, policies, procedures and guidelines.
• The position provides support to higher level ICT staff in the Office. The position works under the supervision of [...indicate title of the position].
• Supervision received is focused on the timeliness of process execution and the quality of outputs.
• The incumbent works with a moderate degree of independence.
• Work is reviewed for correctness in the application of Office-wide ICT standards.
• For non-routine issues, the incumbent is required to request and follow the technical instructions from more senior level ICT staff in the office.

Working Relationships:

• Internal contacts are with staff and managers in field offices, project locations, regional office and headquarters to provide support and exchange information on processes and issues related to ICT service delivery in compliance with applicable standards. The incumbent regularly liaises with and seeks and receives guidance from the Senior IT Assistant/IT Officer in the office.
• External contacts are primarily with ICT service providers to coordinate ICT services and with counterparts in United Nations (UN) agencies and other international organizations to seek or provide information on services or supplies and related costs.

Key Duties and Responsibilities

• Perform a range of ICT support functions related to software and hardware deployment, AD object management, LAN support, end-user support, and ensuring compliance with applicable standards.
• Troubleshoot desktop and standard application-related problems (on-site and using remote support technologies) in compliance with established escalation procedures. Provide basic assistance and training to end users on how to solve common ICT issues and provide inputs into guidance documents as required.
• Based on information provided by HR and/or responsible staff in the office, manage user accounts ensuring their timely creation, maintenance and end-dating in accordance with the contractual status of staff. Store and maintain user details in the AD and verify accuracy on a regular basis. Review and clean up unnecessary computer objects in the AD to ensure license compliance.
• Install, replace and maintain ICT hardware and software, including desktop hardware, laptops, printers, phones and WiFi access points. Deploy most recent image on ILO official PCs and ensure they are running official antivirus software. Clean personal computers (PCs) of viruses and spyware upon instruction from HQ. Update the PC hardware inventory in accordance with HQ recommendations.  Deploy and configure official mobile phones and tablets. Configure PCs to run the enterprise resource planning (ERP) system and other enterprise applications.
• Grant access rights to file systems and applications through groups based on established naming conventions and standards. Clean up file systems. Inform staff of mailbox and file system quotas and assist them with compliance. Assist users to remove unnecessary personal data files and duplicates. Back up data stored on non-centralized infrastructure in compliance with applicable standards.
• Log tickets describing technical problems that cannot be resolved locally and escalate to Senior IT Assistant/IT Officer in the office.
• Deploy software through the System Centre Configuration Manager (SCCM). Remove inappropriate software. Remove and replace legacy software as it becomes obsolete.
• Keep abreast of relevant ICT rules, regulations, policies, procedures, guidelines and processes. Share information with and provide guidance to staff, reinforcing the need to observe ICT standards. Participate in ICT-related meetings and workshops.
• Provide other ICT support services including setting up video conference equipment, organizing logistics for deployment of ICT hardware in support of meetings.
• Perform other relevant duties as assigned.

Minimum Requirements
Education:

• Completion of Secondary School Education.

Experience:

• Minimum of five years of IT work experience in a range of support functions.

Languages:

• Excellent command of an official language (English, French, Spanish) of the Organization. 
• Working knowledge of another official language of the Organization or an official national language of the duty station.

Knowledge and Competencies (technical/behavioural):

• Knowledge of ICT security principles and practices.
• Knowledge of operating systems, enterprise applications, networks and ITIL processes.
• Excellent knowledge of PC software (including word processor, spreadsheet and presentation software) such as Microsoft Office.

In addition to the ILO core competencies [Integrity and transparency, Sensitivity to diversity, Orientation to learning and knowledge sharing, Client orientation, Communication, Orientation to change, Takes responsibility for performance, Quality orientation, Collaboration], this position requires:

• Ability to interpret and work within the applicable rules, regulations, policies and procedures.
• Ability to adapt quickly to new software and systems.
• Ability to follow incident management processes.
• Troubleshooting and problem-solving skills.
• Accuracy and attention to detail.
• Confidentiality and a sense of responsibility to maintain data integrity.
• Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.