The Information Technology Assistant reports to the Information and Communications Technology (ICT) Officer at FAO Regional Office for Asia and the Pacific (RAP) and follows technical standards and procedures established by the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters.
The incumbent operates independently, takes decisions on work priorities and exercises initiative for dealing with cases without precedents. Supervision received is focused on Office/Regional/Corporate IT priorities, in particular the meeting of timelines and the quality of support given to clients.
Working Relationships
The Information Technology Assistant has frequent interaction with a wide range of staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He/she works closely with CSI to ensure problem resolution and service delivery.
Key Functions/Results:
• Receive and log all requests from users relating to IT services in the Service Desk System.
• Provide first and second level support for users to resolve issues regarding the full range of computer applications as well as standard and non-standard hardware, software and peripherals (CD-writers, scanners, USB-drives, etc); act as liaison between users and the IT Division for resolution of more complex or persistent issues that cannot be solved directly; monitor progress and ensure problem resolution.
• Assist in more complex tasks related to web publishing and media production and provide support on how to make the most effective use of information technology.
• Deploy and configure hardware and software, including non-standard equipment that has been cleared for use as per established policies and procedures; assist in implementing procedures for data backups.
• Ensure user access to the corporate/office IT infrastructure: set up network services according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage office shared drives and public e-mail folders.
• Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, PDAs and smartphones, and maintain IT stationery supplies.
• Provide user guidance and training on IT equipment and services and contribute to the IT knowledge base.
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment.
• Advise office staff on the selection of both standard and non-standard IT hardware and software, carry out market research on availability and pricing and liaise with external suppliers as appropriate.
• Assist in the planning and procurement of IT equipment and software, based on established equipment life cycle processes: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related Purchase Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software.
• Manage the office pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Desk System and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded.
• Process separation clearance as per established procedures.
• Perform other duties as required.
Impact Of Work:
The incumbent plays a lead role in the overall provision of FAO information technology services. He/ she plays a lead role in the provision of information technology support services for successful achievement of the organizational unit's mandate.
Minimum Requirements:
Education: Secondary School Education.
Experience: Four years of relevant experience in IT support work.
Languages: Working knowledge (proficiency - level C) of English.
IT Skills:
• Very good knowledge of Microsoft 365, systems installation and configuration, Internet and office technology equipment.
• Networking and IT Equipment support.
• Basis UNDSS-IT Security Awareness or equivalent.
• At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification.
Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.
Technical Skills:
• Strong understanding of IT infrastructure and systems.
• Extensive knowledge of IT governance policies and procedures.
• Excellent problem-solving skills and client service experience in resolving IT issues.
• Proficient in system development and office automation skills.
