Information Technology Assistant (Global Operations, End-Point Computing)

The Information Technology Assistant coordinates and performs IT support functions to ensure quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements. The role supports installation, configuration, maintenance, troubleshooting, and endpoint security compliance activities within the Digital FAO and Agro-Informatics Division at FAO headquarters in Rome.

Responsibilities

• Provide user support and deliver timely customer service to maintain a positive IT service environment.
• Assist in the installation, configuration, and basic maintenance of IT hardware and software.
• Troubleshoot routine technical issues and escalate complex problems to higher-level support teams as needed.
• Support endpoint security compliance activities under supervision.
• Maintain accurate and up-to-date records of IT equipment, configurations, and related documentation.
• Log and track service requests and incidents in accordance with established procedures.
• Support periodic system maintenance tasks, such as updates and backups.
• Assist in IT-related activities, deployments, and minor infrastructure tasks as directed.
• Perform other related duties as required.

Requirements

• Secondary School Education.
• Three years of relevant experience in IT-support work.
• Working knowledge (proficiency - level C) of English.
• Experience in installation, configuration, and maintenance of hardware and software.
• Skilled in troubleshooting hardware, software, and connectivity issues.
• Good knowledge of Windows, macOS, Microsoft 365 environments and video conferencing platforms (Zoom, Microsoft Teams).
• Familiar with network technologies (LAN/WAN, Wi-Fi, VPN) and basic diagnostics.
• Awareness of IT security practices, including antivirus and encryption tools.
• Understanding of cloud platforms and services, including PaaS and SaaS environments (e.g., Azure, AWS, Google Workspace).
• Experience with IT service management systems (e.g., ServiceNow).
• Ability to provide remote and on-site end-user support.
• General Service Staff are recruited locally; candidates must be nationals of the country of the duty station or possess a valid visa/work permit and reside within commuting distance of the duty station.
• Understanding of IT infrastructure, systems, and service dependencies.
• Familiarity with IT governance standards, procedures, and compliance frameworks.
• Good analytical and problem-solving skills in technical contexts.
• Ability to apply ITIL or similar service management principles.
• Understanding of cybersecurity and data protection concepts.
• Capacity to assist in IT projects, upgrades, and deployments.
• Very good knowledge of the MS Office applications, systems installation and configuration, Internet and office technology equipment.
• Networking and IT Equipment support.
• Basic UNDSS IT Security Awareness or equivalent.
• At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification.
• Industry Certifications: CompTIA A+, Network+, Security+, Cisco CCNA, Microsoft Technology Associate, or W3Schools certifications.
• ITIL Foundation certification for understanding service management best practices.

Skills

• IT Support
• Hardware Installation
• Software Installation
• Hardware troubleshooting
• System Troubleshooting
• Connectivity Troubleshooting
• Windows Operating System
• MacOS
• MS Office 365
• Video Conferencing Platforms
• Zoom
• MS Teams
• Network Communication Technologies
• LAN
• WAN
• Wi-Fi
• VPN
• Information Security Practices
• Antivirus Tools
• Encryption Tools
• Cloud Platforms
• PaaS
• SaaS
• Azure
• AWS
• Google Workspace
• IT Service Management
• ServiceNow Experience
• Remote End-User Support
• On-site End-User Support
• IT Infrastructure Support
• IT Governance
• IT Compliance
• ITIL Framework Implementation
• Cybersecurity
• Data Protection
• IT Projects Support
• Microsoft Office Suite
• System Installation
• System Configuration
• Networking support
• IT Equipment Support
• UNDSS IT Security Awareness
• Microsoft MD-100
• CompTIA A+ Certification
• CompTIA Network+ Security
• CCNA Certification
• Microsoft Technology Associate
• ITIL Foundation

Languages

English