Senior IT Support Assistant
4 weken geleden
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:
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, prioritisation, 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 3rd level Specialists: timely escalation of issues beyond the scope of 1st and 2nd level support; Initiate requests for warranty services from external providers on IT related equipment; Advise and prepare supplemental training to end users; Educate Staff on best ICT practices and informing them OPCW ICT policy, when required; 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; Maintain endpoint infrastructure using Microsoft Endpoint Manager (Intune) and other Microsoft 365 and third party tools; Provide back-up support for Network and Telecommunications Assistant for voice and video conferencing services and any other in-person or hybrid events; 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 external teams working from the OPCW Technical Secretariat (Travel, External auditors etc.); Provide set-up and support for ad-hoc requests for services related to in-person or hybrid meetings. 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 required for replenishment; Maintain adequate stocks of consumables to support the organizational 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 reports; Full compliance with the OPCW confidentiality and security policies as well as Administrative Directives concerning OPCW IT Systems; Performs other duties.
Qualifications and Experience
Education
Essential:
High School diploma or equivalent diploma of higher secondary educationDesirable:
Relevant Microsoft 365 certifications,
Knowledge and Experience
Essential:
At least four years of related IT support experience.Desirable:
Experience working with highly confidential information systems.
Skills and Competencies
To succeed in this role, you will need the following skills and competencies:
Ability to quickly learn technologies in order to deliver results Ability to analyse problems and react quickly in problematic; situations with minimum supervision; Excellent planning skills; Excellent communication skills, both oral and written.
Languages
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.
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