IT Helpdesk Assistant at International Organization for Migration

OPEN TO INTERNAL AND EXTERNAL CANDIDATES

Classification: Employee, Grade G4

Type of Appointment : Fixed term, one year with possibility of extension

Estimated Start Date : As soon as possible

Reference Code: VN2014/08(E)-EXT

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM has a proactive recruitment policy to increase the representation of nationals of non- represented member states. Qualified applicants from the following countries will be favorably considered:

Algeria, Angola, Antigua and Barbuda, Bahamas, Belize, Benin, Burundi, Cambodia, Cape Verde, Cameroon, Central African Republic, Czech Republic, Comoros, Djibouti, El Salvador, Gabon, Gambia, Guyana, Holy See, Iceland, Israel, Lesotho, Libya, Luxembourg, Madagascar, Maldives, Malta, Marshall Islands, Montenegro, Micronesia, Mongolia, Namibia, Nauru, Papua New Guinea, Paraguay, Republic of Congo, Saint Vincent and the Grenadines, Seychelles, Slovenia, Somalia, Suriname, Swaziland, Tanzania, Timor Leste, Togo, Trinidad and Tobago, Vanuatu, Venezuela, Vietnam, Yemen

Applications from qualified female candidates are especially encouraged.

Please be advised that this is a local position and as such only applications from Swiss nationals and candidates residing in Switzerland with a valid residence/ working permit will be considered.

Context:

Under the overall supervision of the Director, Information Technology and Communications and Chief Information Officer and the direct supervision of the Network and Systems Supervisor, the successful candidate will provide first level support (IT Hotline) to Headquarters (HQ) users to troubleshoot their desktop, messaging and communication services, software and equipment including first level support of operational and communication systems and services.

Core Functions / Responsibilities:

1. Provide on-site, telephone support and training of users for their desktop, messaging and communication services and equipment.
2. Write and maintain Hotline documentation and databases, like user forms, instructions and manuals.
3. Maintain department/unit IT account structure, organize/create shared folders and ensure that security procedures are followed through implementation and management of security groups and distribution lists in Active Directory.
4. Support and troubleshoot users for their laptops, smartphones, tablets, blackberry and other user mobile equipment.
5. Support and troubleshoot users for their communication services like various e-mail clients, WebEx, Skype and smartphone corporate services.
6. Troubleshoot, track and log Hotline calls and incidents.
7. Maintain, support and troubleshoot video conferencing equipment and services like Polycom and Blue Jeans.
8. Prepare and configure portable computers for mobile users for remote access to the IOM Intranet, IOM network and Email system.
9. Train mobile users on the usage of remote access connection.
10. Inform users in HQ on the standard IT procedures.
11. Maintain inventory and asset documentation, forms and databases. Monitor and log consumable computer supplies and prepare purchase requisitions.
12. Act as focal point for any videoconferencing-related issue and provide technical support when required.
13. Perform such other duties as may be assigned.

Required Competencies

Behavioural

· Takes responsibility and manages constructive criticism;

· Works effectively with all clients and stakeholders;

· Promotes continuous learning; communicates clearly;

· Takes initiative and drives high levels of performance management;

· Plans work, anticipates risks, and sets goals within area of responsibility;

· Displays mastery of subject matter;

· Contributes to a collegial team environment;

· Incorporates gender-related needs, perspectives, and concerns, and promotes equal

gender participation;

· Displays awareness of relevant technological solutions;

· Works with internal and external stakeholders to meet resource needs of IOM.

Technical

· Correctly applies knowledge of specialized IT disciplines

Required Qualifications and Experience

Education

· Completed secondary school education with four years of relevant experience in the area of Computer Science, Electrical/Electronic/ Telecommunication.

Experience

· Previous work experience in Systems and LAN/WAN networking environment, direct user support and computer and communication equipment troubleshooting;

· Knowledge of desktop environment, Windows OS and Active Directory services, Email;

· Holder of Microsoft systemcertificate and Cisco network certificates is an advantage.

Languages

Fluency in English is required. Working knowledge of French is an advantage.

HOW TO APPLY:

Interested candidates are invited to submit their applications via PRISM, IOM e-Recruitment

system, by November 18, 2014 at the latest, referring to this advertisement.

For further information, please refer to:

http://www.iom.int/cms/en/sites/iom/home/about-iom-1/recruitment/how-to-...

In order for an application to be considered valid, IOM only accepts online profiles duly filled in and submitted with a cover letter not more than one page specifying the motivation for

applications.

Only shortlisted candidates will be contacted. You can track the progress of your application in your personal application page in the IOM e-recruitment system.