The general objective is to support FAO in its Technical Cooperation program for the country, contributing to its positioning as a dynamic and modern organization, in the elimination of hunger and rural poverty, in the promotion of agriculture, fisheries, animal husbandry and the sustainable management of natural resources for the benefit of vulnerable rural communities and populations.

The IT Assistant will provide support in the following areas:



User support

Assist in the presentation of display materials and Video Conferencing events
Provide orientation to New Users and existing users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matter, as well as One Drive for Business, Team-works, MSOffice, Intranet, Skype for Business, etc.
Receive; log and monitor requests related to IT matters in the Service Desk LANDesk system; resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be resolved to the IT Group of the Regional Office; monitor progress and resolution.
Provide support to missions from Regional Office, HQ, or internal missions within the Decentralized Office.
Network and Connectivity

Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract
Maintain the office technology maps and architecture and technical specifications of the network infrastructure (LAN and WAN) updated
Ensure security of the network by following security policies and report problems as they are detected.
IT Equipment

Keep track of IT assets, and maintain the local office IT inventory list and regional assets record up-to-date, including the assignment of new equipment
Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time
In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly
Corporate and non-corporate software

Ensure that all the official equipment (desktop and laptop) in the office are updated in terms of the corporate policy and requirements
Follow appropriate procedures for clearance and/or informing on inadmissibility relating to the use of non-official equipment and/or non-corporate software
Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.
Troubleshooting:

Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD
Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system;
Planning and Proactive Work

Support regional ISD by providing timely assistance in terms of the ABC categories (IT Management and Support matters)
Identify the future office needs relating to equipment, connectivity and moves
Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lessons learned and proposed improvements
Weekly Reporting to IT Manager

Weekly report to the regional ISD on all IT services, Internet, emails, laptop/desktop systems; UPS backup time and maintenance log update; troubleshooting, errors and solutions; network/network printer troubleshooting; physical condition of IT equipment
Other tasks

Provide IT assistance to staff and visitors for organizational related issues;
Perform any other duty assigned by the regional ISD related with the IT Services;

Secondary education with specialized formal training on ICT systems
At least 4 years of relevant work experience in ICT Support services
For Spanish speaking Duty Stations: Fluent or advanced (Level C) Spanish
For English speaking Duty Stations: Fluent or advanced (Level C) English
Microsoft Certified Solutions Associate (MCSA) for Windows 10 (latest version) installation and configuration
National of Haiti or resident in the country with a regular work permit.

ntermediate (Level B) English (except for English speaking Duty Stations)
Relevant Microsoft and Apple certifications
Cisco CCNA certified
ITIL v3 certification
Knowledge of UN systems policies, rules and regulations
Service Desk client orientated environment
Experience in MS O365 platform support
Strong understanding of desktop and laptop hardware set-up and configuration
Good communication skills
Team work

PSA

CV/LM/ copie des diplômes