Information Technology Assistant (Global Operations, End-Point Computing)
Organizational Context
The Digital FAO and Agro-Informatics Division (CSI) is responsible for all IT activities within the Organization. CSI defines IT policies, provides strategic advice on IT architecture and standards, and ensures compliance. It manages FAO's information and data, protects information assets, and ensures the provision of core IT services for global operations. The division also coordinates organization-wide IT activities to enhance integration and efficiency. This post is based at FAO headquarters in Rome, Italy.
Job Purpose
The Information Technology Assistant (Global Operations, End-Point Computing) is responsible for coordinating and performing IT support functions. This role ensures the quality, transparency, and consistency of IT service delivery, adhering strictly to established IT procedures and Service Level Agreements (SLAs). The incumbent will provide essential support to maintain a positive IT service environment, troubleshoot technical issues, and contribute to the overall efficiency and reliability of IT services that directly support staff productivity and organizational operations. The position plays a key role in maintaining a secure and stable technology environment.
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 to ensure the efficient delivery and reliability of IT services.
Work Experience
A minimum of three years of relevant experience in IT support work is required. This experience should include installation, configuration, and maintenance of hardware and software, as well as troubleshooting hardware, software, and connectivity issues. Experience with IT service management systems like ServiceNow is also beneficial.
Skills
Proficiency in troubleshooting hardware, software, and connectivity issues. Good knowledge of Windows, macOS, Microsoft 365 environments, and video conferencing platforms (Zoom, Microsoft Teams). Familiarity 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 (PaaS, SaaS) such as Azure, AWS, Google Workspace. Ability to provide remote and on-site end-user support. Strong analytical and problem-solving skills in technical contexts are essential.