Overview
Provides effective information technology support to IT staff and users in installation, operation, maintenance, and service delivery of hardware and software at UNJSPF.
Key Responsibilities
- Assists in monitoring personal computers running the UN software delivery system.
- Assists in performing software distribution updates, scripting, testing and support.
- Performs research into new versions of centrally supported software and performs beta testing, production rollout and post production support.
- Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.
- Maintains and updates files (electronic and paper) and internal databases.
- Assists in routine installation, configuration, testing and deployment of server hardware and software.
- Assists in routine administration, operation, technical support, and monitoring of server systems.
- Undertakes routine troubleshooting of server systems.
- Performs routine 24x7 operations of assigned systems.
- Assists in responding to requests from user offices and assists in deploying/configuring systems.
- Implements backups of servers following standard backup procedures.
- Collects various statistics on the performance and reliability of server systems, and produce pertinent reports.
- Maintains the documentation of server systems, pertinent to operations and system administration.
- Receives and logs problem calls or service requests in the automated tracking system.
- Attempts to resolve as many problem calls or service requests on initial contact.
- Performs tasks related to scheduled service requests, including equipment replacement, installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
- Diagnoses and resolves any hardware, software, or connectivity problem.
- Provides basic training to end-users on the use of standard systems.
- Logs all actions in the automated tracking system.
- Escalates problems to the appropriate parties in accordance with established procedure.
- Detects problem patterns and recommend solutions.
- Keeps abreast of developments in technology both in the UN and in the industry in general.
- Raises requests for procurement and shopping carts, receives, unpacks, and inspects all incoming assets.
- Enters assets and asset transactions into the Information Technology Service Management Tool.
- Obeys and enforces all security procedures.
- Troubleshoots, cleans, and repairs/rebuilds equipment.
- Performs hardware and software configuration in accordance with established procedure.
- Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition.
- Monitors inventory levels and alert supervisor when low thresholds are reached.
- Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
- Receives and logs service requests in the Information Technology Service Management Tool.
- Creates and assigns work orders in accordance with established procedure.
- Liaises with other areas of IMSS to facilitate completion of service requests.
- Provides advice to clients regarding IMSS standards and workflow processes.
- Performs quality assurance procedures to ensure client satisfaction.
- Escalates problems encountered to the supervisor.
- Performs filing and record-keeping tasks for the unit.
- Keeps abreast of latest IMSS standards and technology.
- Assists with the collection and analysis of data as well as preparation of data presentations and reports.
- Assists with visualizations and updating information material such as web pages or brochures.
Required Experience
- A minimum of five (5) years of progressively responsible experience in information systems such as Windows 11, inTune, and Azure Active Directory is required.
- The minimum years of relevant experience is reduced to three (3) for candidates who possess a first-level university degree or higher.
- Experience in ITIL or ISO/IEC 20000 is required.
- Experience with IT teleworking solutions like Virtual Private Network and Web Published Desktop Applications is desirable.
- Experience providing support to Cloud solutions for Customer Relationship Management, IT Service Management, and Finance is desirable.
- Experience within the Pension Fund ServiceDesk is desirable.
- One (1) year or more of experience in data analytics or related area is desirable.
Qualifications
- High school diploma or equivalent.
- ISO/IEC 20000 Foundation, ITIL certification or equivalent is required.
