Information Systems Assistant

The Information Systems Assistant provides ICT service desk and user support, systems administration, network and telecommunications support, ICT asset management, systems monitoring, security, and business continuity support within the United Nations Support Office in Haiti. The role involves troubleshooting, technical guidance, vendor coordination, and documentation to ensure effective ICT operations.

Responsibilities

• Serve as the primary point of contact for ICT incidents and service requests from mission personnel.
• Receive, assess, prioritize and schedule requests for ICT support through approved service management platforms.
• Log, assign, monitor and update service requests and incidents using the Organization's enterprise ticketing system.
• Troubleshoot hardware, software, operating system, mobile device and connectivity issues through remote and on-site support.
• Escalate complex incidents to specialized ICT personnel or external vendors while monitoring progress through resolution.
• Ensure timely closure of service requests in accordance with established Service Level Agreements (SLAs).
• Provide technical guidance to users on standard UN software applications, collaboration platforms and ICT best practices.
• Install, configure, maintain and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, audiovisual equipment and other ICT peripherals.
• Support installation, configuration and maintenance of Microsoft Windows, macOS, mobile operating systems and standard enterprise software.
• Diagnose and resolve problems related to operating systems, productivity applications, browsers, email clients and peripheral devices.
• Perform account administration functions including password resets, account unlocks, identity verification, creation and maintenance of user accounts and access permissions.
• Support routine system upgrades, software deployments, equipment replacements and preventive maintenance activities.
• Support the installation, maintenance and troubleshooting of Local Area Networks (LAN), Wireless Networks (Wi-Fi), Wide Area Networks (WAN), internet connectivity and related infrastructure.
• Monitor and troubleshoot TCP/IP networking issues including DNS, DHCP and network connectivity problems.
• Assist in maintaining mission telecommunications services, including VoIP telephony, satellite communications, radio systems (VHF/UHF) and related communications equipment.
• Support network performance monitoring and assist in maintaining operational continuity of ICT infrastructure.
• Maintain accurate inventories of ICT assets using Umoja and other approved asset management systems.
• Track ICT equipment throughout its lifecycle, including procurement, assignment, transfers, maintenance, warranty management and retirement.
• Coordinate equipment deliveries, installations and returns.
• Maintain accurate records of software licenses, warranties, maintenance agreements and vendor documentation.
• Participate in periodic physical verification of ICT assets and inventory reconciliation exercises.
• Monitor the operational status of ICT infrastructure and report incidents affecting service availability.
• Perform routine backup verification and assist with disaster recovery and business continuity procedures.
• Ensure compliance with United Nations ICT security policies and standards.
• Assist in maintaining endpoint security solutions, antivirus software, operating system updates and security patches.
• Support implementation of cybersecurity awareness initiatives and recommend improvements to ICT security practices.
• Prepare and maintain technical documentation, user guides, standard operating procedures and knowledge base articles.
• Maintain accurate records of service requests, recurring incidents and problem resolutions.
• Analyze help desk trends and prepare periodic reports identifying recurring technical issues and recommending service improvements.
• Identify, evaluate and recommend new technologies, software solutions and ICT services to improve operational efficiency.
• Assist in testing, maintenance and user support for internally developed applications and enterprise systems.
• Coordinate with external service providers regarding repairs, warranty claims, maintenance contracts and technical support services.
• Monitor vendor performance and ensure timely completion of contracted ICT services.
• Liaise with procurement, logistics and administrative units regarding ICT acquisitions and equipment deployment.
• Provide technical input for specifications and evaluation of ICT equipment and software procurements.
• Participate in ICT projects, system rollouts and office relocations as required.
• Provide ICT support during conferences, meetings and special events.
• Deliver basic ICT orientation and user training to newly assigned personnel.
• Perform other related duties as assigned within the scope of the position.

Requirements

• High school diploma or equivalent is required.
• The minimum year of relevant experience is reduced from five (5) to three (3) for candidates who possess a first-level university degree or higher.
• Any industry certifications such as Microsoft, Cisco (CCNA), CompTIA A+, Network+, ITIL Foundation or equivalent are desirable.
• Any university degree in the ICT field is desirable.
• Supplemental training or certification in Computer Science, Information Technology, Information Systems, Network Administration, Telecommunications or a related field is desirable.
• A minimum of five (5) years of progressively responsible experience in information technology, information systems, network administration, telecommunications, help desk operations or related ICT support services is required.
• Experience providing enterprise-level ICT support within the United Nations Common System, an international organization, government institution or large public-sector organization is desirable.
• Experience administering enterprise service management platforms, ICT asset management systems, Active Directory or Microsoft 365 environments is desirable.
• Experience supporting network infrastructure, telecommunications systems and endpoint security solutions is desirable.
• Experience using Umoja, ServiceNow or comparable enterprise resource planning and service management systems is desirable.
• English and Spanish are required languages at UN Level II and III respectively; French is desirable.

Skills

• ICT Service Support
• User Support Management
• System Administration
• Network Administration
• Telecommunications Support
• ICT asset management
• Network Monitoring
• Endpoint Security
• Business Continuity
• Technical Troubleshooting
• Implementation Coordination
• Documentation
• Active Directory
• Microsoft 365 Administration
• Enterprise Service Management
• ICT Support Services
• Helpdesk Operations
• Networking Infrastructure
• ServiceNow Experience
• Umoja
• Microsoft Certifications
• CCNA Certification
• CompTIA A+ Certification
• CompTIA Network+ Security
• ITIL Foundation

Languages

English, Spanish, French