Within delegated authority, the ICT Senior Assistant will be responsible for the...
Within delegated authority, the ICT Senior Assistant will be responsible for the following duties:
Summary of Key Functions
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Desktop Administration and Configuration
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Server Operations and Administration
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Service Installation and Support
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Procurement and Logistics
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Service Coordination
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Physical Requirements
Desktop Administration and Configuration
- Assists in monitoring personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
- Delivers VM ware and Desktop VDI Services
- Assists in performing software distribution updates, scripting, testing and support.
- Performs research into new versions of centrally supported software and performs beta testing, production rollout and post production support.
- Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.
- Maintains and updates files (electronic and paper) and internal databases.
Server Operations and Administration
- Assists in routine installation, configuration, testing and deployment of server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.
- Assists in routine administration, operation, technical support, and monitoring of server systems.
- Undertakes routine troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
- Performs routine 24x7 operations of assigned systems.
- Assists in responding to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards.
- Implements backups of servers following standard backup procedures.
- Collects various statistics on the performance and reliability of server systems, and produce pertinent reports.
- Maintains the documentation of server systems, pertinent to operations and system administration.
Service Installation and Support
- Receives and logs problem calls or service requests in the automated tracking system with minimum delay.
- Attempts to resolve as many problem calls or service requests on initial contact.
- Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
- Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
- Provides basic training to end-users on the use of standard systems.
- Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.
- Escalates problems to the appropriate parties in accordance with established procedure;
- Detects problem patterns and recommend solutions.
- Keeps abreast of developments in technology both in the UN and in the industry in general.
Procurement and Logistics
- Receives, unpacks, and inspects all incoming assets.
- Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.
- Obeys and enforces all security procedures.
- For stock purchases under $1000, solicits multiple bids from various vendors.
- Troubleshoots, cleans, and repairs/rebuilds equipment.
- Performs hardware and software configuration in accordance with established procedure.
- Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition.
- Monitors inventory levels and alert supervisor when low thresholds are reached.
- Keeps abreast of developments in technology in the UN and in the industry in general.
- Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
Service Coordination
- Receives and logs service requests in the automated request management system.
- Creates and assigns work orders in accordance with established procedure.
- Liaises with other areas of ITSD to facilitate completion of service requests.
- Provides advice to clients regarding ITSD standards and workflow processes.
- Performs quality assurance procedures to ensure client satisfaction.
- Escalates problems encountered to the supervisor.
- Performs filing and record-keeping tasks for the unit.
- Keeps abreast of latest ITSD standards and technology.
Physical Requirements
- May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis.
- May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.
- May be required to visit user’s premises to resolve problems on their servers or desktop PCs.
- May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.
Performs other duties as may be reasonably required and in line with the incumbent’s scope of services above.
Impact of Results
The expected impact will be effective delivery of a wide range of difficult administrative and office support functions under general supervision and limited independent judgement. Regularly assists in drafting routine correspondence and other communications. Accurately and in a timely manner, produces a range of documents, reports and other outputs. Appropriately applies relevant policies, guidelines, procedures and processes. Establishes effective working relationships with internal and external contacts at all levels.