Information Systems Assistant
Organizational Context
The United Nations Support Office in Haiti (UNSOH) provides support to the Gang Suppression Force, the UN Integrated Office in Haiti, the Haitian National Police, and the Haitian Armed Forces, as well as technical assistance to the Organization of American States. This temporary position is within the Field Technology Section in Santo Domingo, reporting to the Chief of Section.
Job Purpose
The Information Systems Assistant serves as the primary point of contact for ICT incidents and service requests, managing and resolving issues for mission personnel. This role involves troubleshooting hardware, software, and network problems, providing technical guidance, and ensuring timely resolution of support tickets. The assistant also contributes to systems administration, network support, ICT asset management, and maintaining operational continuity and security of the ICT infrastructure. They are responsible for documenting procedures, reporting on trends, and coordinating with vendors to ensure efficient and effective ICT services, supporting the overall mission mandate.
Responsibilities
Provide first-level ICT support, managing incidents and service requests via an enterprise ticketing system, troubleshooting hardware, software, and connectivity issues, and escalating complex problems. Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and audiovisual equipment, supporting operating systems and standard enterprise software. Assist with network and telecommunications support, including LAN, Wi-Fi, WAN, and VoIP systems. Maintain accurate ICT asset inventories and records, tracking equipment throughout its 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 service providers and liaise with internal units for ICT acquisitions. Participate in ICT projects and provide support during events.
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 a similar large organization is desirable, as is experience with enterprise service management platforms, ICT asset management, Active Directory, Microsoft 365, network infrastructure, and endpoint security solutions.
Skills
Professionalism, Teamwork, Client Orientation, technical skills, troubleshooting, system administration, network support, ICT asset management, documentation, reporting, vendor coordination.