ICT Support Assistant

Job ID/Title :ICT Support Assistant
Category :Administration/Operations
Brand :UNDP
Application Deadline :21-Aug-11
Duty Station :Gaza
Duration of Initial Contract :     Six months with possible extension
Expected Duration of Assignment : One year with possible renewable

Background:
Under the guidance and direct supervision of the ICT Specialist/Analyst orSupport Associate, the ICT Support Assistant provides ICT and administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure. The ICT Support Assistant promotes a client-oriented approach.
 
The ICT Support Assistant works in close collaboration with the Front Office, Management  Support and Business Development, Programme and Operations teams in a large CO and UNDP HQ staff for resolving complex ICT-related issues.

Description of Responsibilities:
Summary of key functions:
-Implementation of ICT management systems and strategies
-Effective functioning of the CO hardware and software packages
-Support to networks administration
-Provision of administrative support
-Facilitation of knowledge building and knowledge sharing

1-Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:
-Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
-Support to the use of Atlas (UNDP’s implementation of ERP) functionality for improved business results and improved client services.
-Provision of inputs to the CO administrative business processes mapping and implementation of the internal standard operating procedures (SOPs).
-Provision of inputs to preparation of results-oriented workplans.

2-Ensures effective functioning of the CO hardware and software packages, focusing on the achievement of the following results:
-Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
-Assistance in the installation of commercial and in-house developed software and related upgrades
-Assistance in upgrading patch and anti-virus programs on a timely basis.
-Monitoring of file server traffic, usage and performance on a frequent and regular basis.
-Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.

3-Supports networks administration, focusing on achievement of the following results:
-Assistance in trouble-shooting and monitoring of network problems.
-Response to user needs and questions regarding network access.
-Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.

4-Provides administrative support, focusing on achievement of the following results:
-Maintenance of an up-to-date inventory of software and hardware.
-Maintenance of a library of ICT related reference materials.
-Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
-Maintenance of the filing system ensuring safekeeping of confidential materials.
-Extraction of data from various sources.
-Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required.
-Provision of ICT support to key events.

6-Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:
-Participation and assistance in the organization of training for the CO staff on ICT issues.
-Sound contributions to knowledge networks and communities of practice.
 
Impact of Results

The key results have an impact on the overall efficiency of the Country Office including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.

Competencies :
Corporate Competencies:
-Demonstrates commitment to UNDP’s mission, vision and values
- Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability

Functional Competencies:
Knowledge Management and Learning
- Shares knowledge and experience and provides helpful advice to others in the office
- Ability to develop systems for structuring, codifying and providing access to information and knowledge
Development and Operational Effectiveness
- Ability to provide basic IT support services
-Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, ERP
- Ability to perform a variety of standard specialized and non-specialized tasks and work processes that are fully documented, researched, recorded and reported
- Ability to review a variety of data, identify and adjust discrepancies, identify and resolve operational problems
- Ability to perform work of confidential nature and handle a large volume of work
- Some experience in client support, such as, a Help Desk or User Support Unit,
- Ability to provide input to business processes re-engineering, elaboration and implementation of new systems
Leadership and Self-Management
- Focuses on result for the client and responds positively to feedback
- Consistently approaches work with energy and a positive, constructive attitude
- Demonstrates openness to change and ability to manage complexity

 
Qualifications :
Education:
Secondary education with relevant certifications in hardware and software management and application, Microsoft Certified Professional (MCP) required. University Degree in Computer Science would be desirable, but it is not a requirement.
 / Engineering with relevant certification in hardware and software management and application, Microsoft Certified Professional (MCP) required.
Experience:
3 to 5 years of relevant working experience, including network administration, support to management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

Language Requirements:
Fluency in the UN and national language of the duty stationArabic/English.

“UNDP/PAPP is an equal opportunity employer: applications from men and women will be considered equally”
Important message to all applicants!
-Please be aware that the UNDP/PAPP will review your application only if you have uploaded Personal History Form (P.11) to your application. Please download the form from the following link: http://jobs.undp.ps.
-You will get the opportunity to upload the P-11 at when you apply for the position.
-Incomplete applications or applications received after the closing date will not be given consideration. Please note that only applications that are under consideration will be contacted.

UNDP/PAPP is an equal opportunity employer-
Applications from men and women will be considered equally

  Important message to all applicants!
Please be aware that the UNDP/PAPP will review your application only if you have uploaded Personal History Form (P.11) to your application. Please download the form from the following link: http://jobs.undp.ps.  You will get the opportunity to upload the P-11 at when you apply for the position