Information Technology Assistant

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.

Responsibilities

• 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.

Education:

Secondary School Education.

Work Experience:

Four years of relevant experience in IT support work.

Languages:

Working knowledge (proficiency – level C) of English.

Source: https://jobs.fao.org/careersection/fao_external/jobdetail.ftl?job=2501318