Auxiliar De Soporte En TIC [open To Internal And External Applicants]

Organizational Context

The United Nations Development Programme (UNDP) operates in over 170 countries, supporting policy development, institutional capacity building, and resilience. In Colombia, UNDP contributes to the UN Sustainable Development Cooperation Framework, focusing on peace consolidation, social inclusion, environmental sustainability, and the 2030 Agenda. The Operations Management, through its Information and Communications Technology (ICT) Unit, ensures efficient and secure management of technological resources, providing technical support, infrastructure administration, and system management to support the organization's operational and programmatic processes.

Job Purpose

The ICT Support Assistant role is integral to the UNDP Colombia Operations Management Unit, specifically within the ICT Unit. The primary purpose of this position is to provide comprehensive technical support for the applications and technological tools essential for the Country Office's operations. This involves ensuring the efficient, secure, and timely management of technological and information resources. The role directly contributes to the automation and digitalization of operations and programs by maintaining and updating technological platforms. It also supports the application of ICT management systems and strategies, ensuring compliance with institutional guidelines. By providing help desk services, resolving technical incidents, and supporting the effective use of institutional systems like ERP, the position enhances operational continuity, protects data, and supports the organization's strategic objectives and digital transformation efforts.

Responsibilities

Provide timely and efficient technical support for IT technologies, actively participating in the updating, maintenance, and proper functioning of applications and platforms supporting administrative and operational processes. Ensure correct application of institutional IT management and technology standards. Support the design, documentation, and improvement of administrative processes and the implementation of operational procedures. Offer technical support for testing operational and functional aspects of IT systems. Deliver technical support and user assistance through a help desk service, resolving incidents and requirements related to organizational platforms and tools. Collaborate on work plans aligned with strategic objectives. Facilitate the effective use of institutional ERP systems. Perform specialized technical functions, including support, maintenance, and updating of applications and technological equipment. Support network administration by monitoring traffic, usage, and performance, and participating in backup and restoration procedures. Provide technical assistance for detecting, eliminating, and preventing cyber threats, and updating security patches and antivirus software. Address user requests regarding network access to ensure connectivity. Collaborate in identifying, resolving, and monitoring network incidents. Maintain updated inventories of hardware and software. Participate in training sessions and organize informational sessions on internal ICT procedures. Support capacity development activities and the dissemination of knowledge and lessons learned.

Work Experience

Minimum of 4 years of relevant experience with a high school diploma, or 1 year of relevant experience with an undergraduate degree. Experience should be in administrative management and/or infrastructure or user support in technology.

Skills

Experience managing videoconferencing systems and incident management platforms (e.g., Service Now). Proven experience in first and second-level support for end-users, including incident identification, analysis, and resolution for hardware, software, and technological platforms. Experience supporting the administration and operation of IT systems, adhering to IT best practices and information security standards. Ability to clearly document incidents, requests, and technical solutions. Effective communication skills with both technical and non-technical users. Demonstrated service orientation, teamwork, and ability to meet deadlines.

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