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Fao
- Information Technology Assistant (Global Operations, End-Point Computing) (2602102) Information Technology Assistant (Global Operations, End-Point Computing) Organizational Unit: CSI - Digital FAO and Agro-Informatics Division General Service Fixed term: two years with possibility of extension Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located. Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values All selected candidates will undergo rigorous reference and background checks FAO’s commitment to environmental sustainability is integral to our strategic objectives and operations. The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.
The Digital FAO and Agro-Informatics Division (CSI) is responsible for information technology (IT) activities within the Organization. CSI performs on behalf of the Organization the following critical roles: defining FAO IT policies and providing strategic advice on IT architecture and standards, governance, policy and operational matters while monitoring organizational compliance; defining the mechanisms for managing FAO's information and data; ensuring provision of IT services that are core for the Organization's global operations and supporting the information and business processes; coordinating organization-wide IT activities in order to reduce duplication and fragmentation and to increase integration of information data, systems and platforms, mobilizing IT resources from across' the Organization. The post is located in the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters in Rome, Italy.
The Information Technology
Assistant (Global Operations, End-Point Computing) coordinates and performs Information Technology (IT) support functions. He /she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs).
Supervision
Received/Exercised The Information Technology Assistant (Global Operations, End-Point Computing) reports to the Information Technology Officer and follows technical standards and procedures established by the IT Division.
Supervision received is focused on divisional/ departmental IT priorities, in particular the meeting of timelines and the quality of support given to clients and ensuring learning opportunities. The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine IT-related problems and coordinate IT service delivery.
He /she works closely with the IT Division to ensure problem resolution and service delivery. Provide user support and deliver timely customer service to maintain a positive IT service environment. Assist in the installation, configuration, and basic maintenance of IT hardware and software.
Troubleshoot routine technical issues and elevate complex problems to higher-level support teams as needed. Support endpoint security compliance activities under supervision. Maintain accurate and up-to-date records of IT equipment, configurations, and related documentation.
Log and track service requests and incidents in accordance with established procedures. Support periodic system maintenance tasks, such as updates and backups. Assist in IT-related activities, deployments, and minor infrastructure tasks as directed.
The incumbent's work ensures the efficient delivery and reliability of IT services that directly support staff productivity and organizational operations. Support to issue resolution, systems maintenance, and adherence to IT standards contribute to a secure and stable organizational technology environment. Effective performance in this role supports business continuity and enables the smooth functioning of FAO IT services.
Work Experience and Knowledge: Three years of relevant experience in IT-support work.
Languages: Working knowledge (proficiency - level C) of English. IT Skills Experience in installation, configuration, and maintenance of hardware and software. Skilled in troubleshooting hardware, software, and connectivity issues.
Good knowledge of Windows, macOS, Microsoft 365 environments and video conferencing platforms (Zoom, Microsoft Teams) Familiar with network technologies (LAN/WAN, Wi-Fi, VPN) and basic diagnostics. Awareness of IT security practices, including antivirus and encryption tools. Understanding of cloud platforms and services, including PaaS and SaaS environments (e.g., Azure, AWS, Google Workspace).
Experience with IT service management systems (e.g., ServiceNow). Ability to provide remote and on-site end-user support.
General Service
Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing valid visa to work or a valid work permit and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence. Understanding of IT infrastructure, systems, and service dependencies.
Familiarity with IT governance standards, procedures, and compliance frameworks. Good analytical and problem-solving skills in technical contexts. Ability to apply ITIL or similar service management principles.
Understanding of cybersecurity and data protection concepts. Capacity to assist in IT projects, upgrades, and deployments.
IT SKILLS: Very good knowledge of the MS Office applications, systems installation and configuration, Internet and office technology equipment. Networking and IT Equipment support. Basic UNDSS IT Security Awareness or equivalent. At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification.
Industry Certifications: CompTIA A+, Network+, Security+, Cisco CCNA, Microsoft Technology Associate, or W3Schools certifications. ITIL Foundation certification for understanding service management best practices. FAO does not charge a fee at any stage of the recruitment process (application, interview, processing) Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO).
The list can be accessed at Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.
General Service
Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing valid visa to work or valid work permit, and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence. No international benefits will be payable as selected candidates are recruited locally and paid in the local currency of the office location
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