ICT Assistant

The ICT Assistant performs procedural and specialized activities related to UNFPA's ICT systems including enterprise resource planning, desktop administration, server operations, hardware, software, and audio-visual support. The role involves troubleshooting, user training, and maintaining ICT documentation to ensure operational efficiency across the organization.

Responsibilities

• Receiving and logging service requests.
• Creating and assigning work orders.
• Maintaining and updating files (electronic and paper) and internal databases.
• Maintaining ICT inventory, manuals, and other documentation.
• Evaluating, testing, installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine administration, operation, technical support, and monitoring of server systems.
• Providing second-level user support/troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Performing backups of servers following standard backup procedures.
• Assisting in the design and generation of computer reports.
• Assessing user training needs, preparing training materials and providing on-the-job training in the use of ICT systems.
• Assist in remote technical support and troubleshooting for country offices without on-site ICT presence, ensuring connectivity and system uptime are maintained.
• Ensuring integrity, transparency, and equity in the personal use and handling of assigned UNFPA resources, including office equipment, furniture, stationery, and supplies.
• Ensuring proper care, appropriate use, and timely reporting of any damage, loss, relocation, or maintenance needs of UNFPA assets and facilities, in line with organizational policies and procedures.

Requirements

• High school diploma is required; a baccalaureate or equivalent is preferred.
• At least five (5) years of progressively responsible experience and relevant ICT experience.
• Good knowledge of the UNFPA’s ICT strategy, regulations, rules, and procedures as well as systems and applications.
• Good working knowledge of computer information systems, including micro-computer operating systems software (e.g. MS/DOS, Windows), hardware and applications software, and other office technology equipment.
• Ability to understand data and effectively use office technology systems for its input and extraction.
• Ability to develop and provide training.
• Ability to support diverse users remotely.
• Follow up on identified ICT issues in smaller offices before they become critical.
• Follow up on logistics for equipment shipping and setup in different locations.
• Ability to correctly and promptly identify problems, develop solutions, and resolve issues.
• Takes responsibility to respond to service needs promptly and proactively.
• Demonstrates a high degree of integrity and reliability and honors matters of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Demonstrates courtesy, tact, patience, and the ability to work effectively with people of different national and cultural backgrounds.
• Excellent written and verbal communication skills in English and Arabic.

Skills

• ICT Strategy Knowledge
• UNFPA ICT Regulations
• Computer Information Systems
• Micro-computer Operating Systems
• Windows Operating System
• Hardware Support
• Software Support
• Office Technology Systems
• Data Input and Extraction
• User Training Development
• Remote User Support
• ICT Issue Troubleshooting
• Equipment Logistics Coordination
• Problem Identification and Resolution
• Service Response Management
• Confidential Information Handling
• Time Management
• Cross-Cultural Communication
• Written Communication
• Verbal Communication

Languages

English, Arabic