Job Summary 

This position is part of the Information Services Branch within the Administration Division (ADM). The main responsibilities of this position are the timely deployment of ICT hardware, software, and services, as well as implementation of various projects and tasks to support the Organisation business. 

Also, this position provides IT support and performs helpdesk functions to end-users of IT systems at OPCW and rebuilding of normal operational service with minimal impact on the customer within agreed stages and business priorities.

This position increases accessibility, communication and information by providing a single point of contact for ISB.

Main Responsibilities

As the Senior IT Support Assistant (GS-5), you will be responsible for the following:

1^st and 2^nd level IT support to OPCW staff:

• Incident management: log and respond to IT related issues submitted by staff via IT Service Management tool.
• Resolve problems through technical inspection, analysis and follow- up.
• Following Incident Management lifecycle of recording, classification, prioritization, resolution, escalation and closure.
• Problem management and resolution: troubleshoot recurring issues for root cause analysis and resolving them and/or escalating to the specialist team, when required. 
• Escalation to ISB 3^rd level Specialists: timely escalation of issues beyond the scope of 1^st and 2^nd level support.

Operational Technical support to Organisation Staff in provisioning of new services: 

• Install and configure hardware/software on endpoints.
• Perform user administration tasks on creating, maintaining, retiring, deleting accounts and access including but not limited to user accounts, email accounts, application access, network access. 
• Troubleshoot network and endpoint related hardware and software components.
• Provide back-up support for Network and Telecommunications Assistant for voice and video conferencing services and any other in-person or hybrid events

Asset Inventory tracking and management: 

• 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.

Ongoing IT operations support activities include: 

• 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).

Educational qualifications required for this post:

Essential: A high school diploma or equivalent diploma of higher secondary education.

Desirable: Supplemental training courses/technical certificates in information technology or other related field is desirable. Relevant Microsoft Certification is desirable; Comptia A+, ITIL foundation certification is an asset.

Experience:

Essential:

Desirable:  

• 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.

Skills and Abilities (key competencies):

To succeed in this role, you will need the following skills and competencies:

• Knowledge of Microsoft based operating systems.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills with an emphasis on customer service.
• Quick learner who is highly adaptable, has a positive attitude, and stays organised.

Language Requirements:

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.