Senior IT Support Assistant (GS-5)

PRINCIPAL FUNCTIONS

The staff member will be responsible for the timely deployment of ICT hardware, software, and services, as well as implementation of various projects and tasks to support the OPCW business.

1. Provides 1^st and 2^nd  level IT support to OPCW staff (35%): Incident management - log and respond to IT related issues submitted by staff via Help Desk Issue Tracking tool; Resolve problems through own inspection, analysis and follow-through; Analysis of incidents for recording, classification, prioritization, resolution, escalation and closure; Problem management and resolution: troubleshoot reoccurring issues for root-cause and provide analysis; Escalation to ISB 3“ level Specialists - timely escalation of issues beyond the scope of 1° and 2™ level support; Initiate requests for warranty services from external providers on IT related equipment; Advise and prepare supplemental training to staff; Educate Staff on best ICT practices and OPCW ICT policy.
2. Operational Technical support to OPCW Staff in provisioning of new services (40%): Install and configure hardware/software for desktop PCs, laptops, printers, scanners, label printers; Establishment of accesses to business applications; Administration of network accounts and permissions (intranet, Internet, extranet); Administration of E-mail accounts, (Active Directory, Outlook); Troubleshoot network and PC related hardware; reconfigure PCs hardware components, reinstall software; Maintain ICT desktop infrastructure via the utilization of Altiris management system; Create reports for management on desktop infrastructure via Altiris management system; Provide back-up support for Network and Telecommunications Assistant for voice and video conferencing services.
3. Asset Inventory tracking and management (15%): Apply barcode labels to new equipment and enter all information into the database; Maintain an accurate database of IT hardware, software and contracts with all relevant information; Advise when stock equipment has reached minimum level requirements for replenishment; Maintain adequate stocks of consumables to support the OPCW requirements; Create new Categories and Equipment Types in Hardcat (Asset management tool) as required; Maintain Property Receipt Files for equipment issued to all staff members.; Maintain appropriate storage and security for the equipment that is not in current use; Perform an annual inventory of IT equipment and prepare all necessary inventory reports in accordance with the Administrative Directive on Non-Expendable Property; Prepare equipment for write-off by removing or obliterating all OPCW related markings, erasing hard drives, pallet all equipment and wrap to ensure safety; Document all equipment for presentation to the Property Survey Board for action. Remove all disposed items from the active database. Maintain adequate stocks of office supplies for ISB use.
4. Ongoing IT operations support activities include (10%): Organize new equipment distribution and rotation; Participate in annual upgrade of IT infrastructure, planning and deployment; Support for movement of IT equipment in office relocations/assignments; Participate in establishment of external site and support of infrastructure and users (Conference of State Parties); Setup of IT infrastructure followed by user support for special projects (Associate Program); Configuration and support of special systems (ABN-Amro, HSB, Travel); Provide set-up and support for ad-hoc requests for services related to meetings, trainings, recruitments (IT & AV).
5. Additional responsibilities: Takes good notice and complies with the OPCW confidentiality and security policies as well as Administrative Directives concerning OPCW IT Systems; Provide updates to Inventory Clerk in order to maintain a comprehensive inventory. 

RECRUITING PROFILE:  

Education (Qualifications): 

Essential:  High school diploma or equivalent diploma of higher secondary education. Supplemental training courses/technical certificates in information technology or other related field is desirable.

Experience: 

Essential:  A minimum of four years of progressively responsible experience in Information Technology related areas, preferably in an international organisation, preferably in an international organisation. 

-Working experience in administration, management and operation of Information Technology environment using Microsoft Operation Systems and MS Office Applications.

-Experience with Symantec Client Management Suite is desirable. Experience in maintaining tracking systems is desirable. Knowledge of ITIL framework would be an asset.

Certification required: Relevant Microsoft Certification is desirable; Comptia A+, ITIL foundation certification is an asset.

Skills and Abilities (key competencies):

1. Knowledge of Microsoft based operating systems;

2. Excellent analytical and problem solving skills;

3. Strong verbal and written communication skills with an emphasis on customer service;

4. Quick learner who is highly-adaptable, has a positive attitude, and stays organized.

Language Requirements:  

Fluency in English is essential and a good working knowledge of one of the other official languages (Arabic, Chinese, French, Russian, and Spanish) is desirable.