Job Opening

Posting Title: Information Technology Assistant (Service Desk and Project Support), G6
Job Code Title: INFORMATION TECHNOLOGY ASSISTANT
Department/Office: United Nations Joint Staff Pension Fund
Duty Station: NEW YORK; NEW YORK;
Posting Period: 01 March 2019 - 01 April 2019
Job Opening Number: 19-Information Management Systems-UNJSPF-112815-R-New York (O)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
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Org. Setting and Reporting

The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG is, in turn, assisted in this function by the Office of Investment Management (OIM) of the UNJSPF. OIM manages a $60+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM’s staff are all based in New York, but come from over 30 countries.

This position is located in the Operations and Information System Section of the Office of Investment Management (OIM) within the United Nations Joint Staff Pension Fund (UNJSPF). The incumbent will report to the Head of the Service Desk.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties:

Desktop Administration and Configuration
• Monitors all personal computers running the OIM 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 tier-1 and tier-2 desktop troubleshooting in conjunction with the Service Desk by:
• Utilizing and maintaining the helpdesk tracking software and opening, following-up and closing helpdesk incident tickets and service requests
• Managing PC set-up and deployment for new staff using standard hardware, images and software
• Installing, testing and configuring new workstations, peripheral equipment and software
• Modifying/updating configurations, utilities, software default settings, etc. for the local workstation
• Documenting internal procedures
• Assisting with onboarding new users
• Maintaining inventory of all equipment, software and software licenses
• Deploying and supporting mobile devices including smartphones and tablets issued by the OIM for official use
• Documenting software and hardware deployment procedures
• Conducting end-user training
• Providing application support to the end-users
• Provides technical advice to clients when necessary.
• 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
• Installs, configures, tests and deploys server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Exchange Server, 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 (OICT and/or other vendor/service providers) for maintaining the efficient and reliable operations of server 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.
• 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, status, etc.
• 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;
• 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.
• 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.
• 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.
• Distributes work assignments and monitors progress.
• Liaises with other areas of OICT and/or vendor/service providers to facilitate completion of service requests.
• Provide technical support for conference/meeting services. Set up video conferences, coordinate with technical focal points at OIM and external counterparties for testing and preparing video conferences sessions. Maintain OIM audio and visual equipment as well as video conference solution.
• Provides advice to clients regarding OIM 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 ICT standards and technology.
• Performs other duties as required.

Project management support:
• Drafts minutes of meetings of Project Boards
• Manages and maintains the various project documentation required by the Project Board; e.g. configuration management, communication management, project plan and timelines, etc. in coordination with the Project Manager
• Assists the Project Board and Project Manager in accomplishing project objectives
• Prepares, maintains and updates files (electronic and paper) and internal databases
• Drafts documentation and reports
• Keeps abreast of developments in ISO standards and technology in the financial industry, in general
• Performs duties in accordance with ITIL framework
• Performs ad hoc 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.

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.

Education

High school diploma or equivalent.

Work Experience

A minimum of seven years of experience in information systems analysis and programming, systems administration and maintenance, software development, technical writing or related area is required. At least five years of experience in providing Service Desk support to end-users is required. At least two years of experience in building computer configurations and maintaining and upgrading existing computers as per best practice standards is required. At least two years of experience supporting Office365/Exchange/SharePoint, Active Directory service, mobile devices and financial applications/tools is required. Experience in using or implementing Service Desk Management software is desirable. Experience in Service Desk support in the financial industry 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 official United Nations language is an advantage.

Assessment

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

Special Notice

• Appointment against this position is for an initial period of one year. Extension is subject to extension of the mandate and/or the availability of the funds. The selected candidate is expected to start as soon as possible.

• Appointment at the United Nations is subject to mandatory adherence to the United Nations Financial disclosure Programme. An appointment to the Office of Investment Management (OIM) of the UNJSPF additionally requires compliance with the rules and regulations pertaining to OIM's Code of Ethics, Personal Securities, Gift and Hospitality policies.

• 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.

• 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.

• Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

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 or sexual abuse, or crimes other than minor traffic offences, 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.

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.

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.

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