INFORMATION SYSTEMS ASSISTANT, Santo Domingo

Org. Setting and ReportingThe temporary position is located within the United Nations Support Office in Haiti (UNSOH). Pursuant to Security Council resolution 2793 (2025), UNSOH has been mandated to provide support, primarily to the Gang Suppression Force (GSF), the United Nations Integrated Office in Haiti (BINUH), the Haitian National Police (HNP), and the Haitian Armed Forces in the context of any joint operations with the GSF. Additionally, UNSOH is tasked with delivering technical assistance to the Organization of American States (OAS). The temporary position is based in Santo Domingo and is located in the Field Technology Section. The incumbent will report to the Chief of Section, P5, or designated officer. ResponsibilitiesWithin delegated authority, the Information Systems Assistant will be responsible for the following duties: 1. ICT Service Desk and User Support • Serve as the primary point of contact for ICT incidents and service requests from mission personnel. • Receive, assess, prioritize and schedule requests for ICT support through approved service management platforms. • Log, assign, monitor and update service requests and incidents using the Organization's enterprise ticketing system (e.g., ServiceNow/iNeed or successor platforms). • Troubleshoot hardware, software, operating system, mobile device and connectivity issues through remote and on-site support. • Escalate complex incidents to specialized ICT personnel or external vendors while monitoring progress through resolution. • Ensure timely closure of service requests in accordance with established Service Level Agreements (SLAs). • Provide technical guidance to users on standard UN software applications, collaboration platforms and ICT best practices. 2. Systems Administration and Technical Support • Install, configure, maintain and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, audiovisual equipment and other ICT peripherals. • Support installation, configuration and maintenance of Microsoft Windows, macOS, mobile operating systems and standard enterprise software. • Diagnose and resolve problems related to operating systems, productivity applications, browsers, email clients and peripheral devices. • Perform account administration functions including password resets, account unlocks, identity verification, creation and maintenance of user accounts and access permissions. • Support routine system upgrades, software deployments, equipment replacements and preventive maintenance activities. 3. Network and Telecommunications Support • Support the installation, maintenance and troubleshooting of Local Area Networks (LAN), Wireless Networks (Wi-Fi), Wide Area Networks (WAN), internet connectivity and related infrastructure. • Monitor and troubleshoot TCP/IP networking issues including DNS, DHCP and network connectivity problems. • Assist in maintaining mission telecommunications services, including VoIP telephony, satellite communications, radio systems (VHF/UHF) and related communications equipment. • Support network performance monitoring and assist in maintaining operational continuity of ICT infrastructure. 4. ICT Asset and Configuration Management • Maintain accurate inventories of ICT assets using Umoja and other approved asset management systems. • Track ICT equipment throughout its lifecycle, including procurement, assignment, transfers, maintenance, warranty management and retirement. • Coordinate equipment deliveries, installations and returns. • Maintain accurate records of software licenses, warranties, maintenance agreements and vendor documentation. • Participate in periodic physical verification of ICT assets and inventory reconciliation exercises. 5. Systems Monitoring, Security and Business Continuity • Monitor the operational status of ICT infrastructure and report incidents affecting service availability. • Perform routine backup verification and assist with disaster recovery and business continuity procedures. • Ensure compliance with United Nations ICT security policies and standards. • Assist in maintaining endpoint security solutions, antivirus software, operating system updates and security patches. • Support implementation of cybersecurity awareness initiatives and recommend improvements to ICT security practices. 6. Documentation, Reporting and Process Improvement • Prepare and maintain technical documentation, user guides, standard operating procedures and knowledge base articles. • Maintain accurate records of service requests, recurring incidents and problem resolutions. • Analyze help desk trends and prepare periodic reports identifying recurring technical issues and recommending service improvements. • Identify, evaluate and recommend new technologies, software solutions and ICT services to improve operational efficiency. • Assist in testing, maintenance and user support for internally developed applications and enterprise systems. 7. Vendor and Operational Coordination • Coordinate with external service providers regarding repairs, warranty claims, maintenance contracts and technical support services. • Monitor vendor performance and ensure timely completion of contracted ICT services. • Liaise with procurement, logistics and administrative units regarding ICT acquisitions and equipment deployment. • Provide technical input for specifications and evaluation of ICT equipment and software procurements. 8. Other Duties • Participate in ICT projects, system rollouts and office relocations as required. • Provide ICT support during conferences, meetings and special events. • Deliver basic ICT orientation and user training to newly assigned personnel. • Perform other related duties as assigned within the scope of the position. Competencies• Professionalism: Knowledge of relevant programming language(s) and basic programming skills. Good technical skills, ability to participate in development and maintenance of applications, provide user support. Ability to respond to changing requirements and assignments, ability to apply good judgment in the context of assignments given. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Able to perform analysis, modeling and interpretation of data in support of decision-making. • Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. • Client Orientation: Considers all users as clients and establishes productive working relationships by understanding their needs and delivering timely, effective ICT services. Anticipates client requirements, communicates clearly, follows through on commitments and maintains a high standard of customer service. EducationHigh school diploma or equivalent is required. The minimum year of relevant experience is reduced from five (5) to three (3) for candidates who possess a first-level university degree or higher. Job - Specific QualificationAny industry certifications such as Microsoft, Cisco (CCNA), CompTIA A+, Network+, ITIL Foundation or equivalent are desirable. Any university degree in the ICT field is desirable. Supplemental training or certification in Computer Science, Information Technology, Information Systems, Network Administration, Telecommunications or a related field is desirable. Work ExperienceA minimum of five (5) years of progressively responsible experience in information technology, information systems, network administration, telecommunications, help desk operations or related ICT support services is required. Experience providing enterprise-level ICT support within the United Nations Common System, an international organization, government institution or large public-sector organization is desirable. Experience administering enterprise service management platforms, ICT asset management systems, Active Directory or Microsoft 365 environments is desirable. Experience supporting network infrastructure, telecommunications systems and endpoint security solutions is desirable. Experience using Umoja, ServiceNow or comparable enterprise resource planning and service management systems is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English and Spanish are required. French is desirable. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult for details).