INFORMATION SYSTEMS ASSISTANT

Organizational Context

The United Nations Support Office in Haiti (UNSOH) provides support to key Haitian entities and international organizations, including the Gang Suppression Force, BINUH, HNP, and OAS. This temporary position is within the Field Technology Section in Santo Domingo, reporting to the Chief of Section or a designated officer.

Job Purpose

The Information Systems Assistant serves as a primary point of contact for ICT incidents and service requests, ensuring efficient user support and system functionality. This role involves troubleshooting hardware, software, and network issues, managing user accounts, and maintaining ICT infrastructure. The assistant will install, configure, and maintain various ICT equipment and systems, ensuring compliance with security policies and SLAs. Additionally, the role contributes to ICT asset management, documentation, reporting, and process improvement, supporting the overall operational efficiency of the Field Technology Section and its supported entities.

Responsibilities

Provide first-level ICT support, managing incidents and service requests via ticketing systems, troubleshooting hardware, software, and connectivity issues, and escalating complex problems. Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and audiovisual equipment. Support operating systems, productivity applications, and perform account administration functions. Assist in the installation, maintenance, and troubleshooting of LAN, Wi-Fi, WAN, and telecommunications services. Maintain accurate ICT asset inventories and manage equipment lifecycle. Monitor ICT infrastructure, assist with backups and disaster recovery, and ensure compliance with security policies. Prepare technical documentation, user guides, and reports, and identify opportunities for process improvement. Coordinate with external vendors for repairs and maintenance, and liaise with internal units for ICT acquisitions.

Work Experience

A minimum of five years of progressive experience in IT support, network administration, telecommunications, or help desk operations is required. Experience within the UN system or similar organizations, with enterprise service management platforms, ICT asset management, Active Directory, Microsoft 365, network infrastructure, or endpoint security solutions is desirable.

Skills

Professionalism, Teamwork, Client Orientation, technical skills, troubleshooting, system administration, network support, ICT asset management, documentation, reporting, communication.

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