ICT User Support Assistant

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Archived vacancy details

The following information is provided for archival purpose only.

Issued by: OSCE Secretariat
Vacancy number: VNSECG01472
Vacancy type: Local Contracted
Field of expertise: Information Technology and Information Management
Grade: G5
Number of posts: 1
Duty station: Vienna
Date of issue: 7 October 2019
Deadline for application: 4 November 2019 - 23:59 Central European Time (CET/CEST)

Background

		Please note that this is a temporary assignment for the duration of 5 months 29 days with the possibility of extension for another 5 months 29 days, subject to budget availability. The OSCE has a comprehensive approach to security that encompasses politico-military, economic and environmental, and human aspects. It therefore addresses a wide range of security-related concerns, including arms control, confidence- and security-building measures, human rights, national minorities, democratization, policing strategies, counter-terrorism and economic and environmental activities. All 57 participating States enjoy equal status, and decisions are taken by consensus on a politically, but not legally binding basis. The OSCE Secretariat in Vienna assists the Chairmanship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions. The Department of Management and Finance (DMF) is responsible for managing the material and financial resources of the Organization. The objective of DMF is to provide efficient and effective management of non-staff resources in support of OSCE programmatic activities. It provides policy guidance on the management of OSCE financial and material resources and develops and maintains OSCE Financial Regulations and Rules and Financial Administrative Instructions. DMF consists of Budget and Finance Services, Mission Support Section, Information and Communication Technology Section and the Information Security and Co-ordination Unit. Information and Communications Technology Services (ICTS) ensures efficient, available, and cost-effective management, operation and utilisation of Information Technology (IT) in support of the core business of the OSCE. This comprises activities associated with co-ordination, operation, management, development and implementation of Information and Communications Technology (ICT) supported projects and infrastructure. The OSCE Action Plan for the Promotion of Gender Equality is committed to further increasing the number of female staff in all areas of the OSCE's work. Currently female staff in the above-mentioned field of expertise is underrepresented. Female candidates are encouraged to apply for this opportunity.

Tasks and Responsibilities

		Under direct supervision of the Chief of ICT Service and Support Section, as the incumbent of the job of Information Technology (IT) User Support Assistant, you will be responsible for the following: Providing desktop support, managing service requests, investigating and diagnosing incidents, provisioning external access and mobility services, video conferencing and printing services, etc.; Identifying client system problems, researching, recommending and implementing potential solutions; Creating and managing Active Directory objects and users, automate routine tasks, administering group policies, reporting on non-compliance events and assisting in regular audits; Providing input in establishing desktop hardware and software standards across all corporate clients; Provisioning and managing clients in Microsoft System Center Configuration Manager (SCCM) and in Baramundi management suite; diagnosing client hardware and software problems; performing software distributions and monitoring non-standard software usage; Maintaining and implementing desktop support processes and procedures; Following the patch management policy and following up on security update cycles for environment compatibility; Carrying out necessary cabling and patching tasks, records location and movements of equipment; Performing other job-related duties as assigned. For more detailed information on the structure and work of the OSCE Secretariat, please see https://www.osce.org/secretariat

Necessary Qualifications

		Completed secondary education or technical school combined with formal professional training in IT; At least four years of experience in working in IT help desk; At least two years of experience in Microsoft Windows Active Directory and Group Policy; Direct experience with and advanced knowledge of Windows 7/10 system administration and maintenance, including knowledge of the registry, file system, processes, services, and security; Knowledge or familiarity with mobility services and mobile device management and troubleshooting; Good experience in Information Technology Infrastructure Library (ITIL) processes, documentation and analysis and familiarity with continuous improvement approach with a view to maximise efficiencies; ITIL Foundation certification is necessary; MCP (Microsoft Certified Professional) Certification in any of the following is a strong asset: Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Solutions Associate (MCSA), or Microsoft Office Specialist; Working knowledge of application packaging technologies (MSI, Admin Studio, App-V) is an asset; Scripting/automation experience using PowerShell, VBS, etc. is considered an asset; Professional fluency in English; working knowledge of other OSCE languages would be an asset; Excellent work ethic; must be able and willing to be a productive, reliable, and collaborative team member; Interpersonal skills and ability to interact and work with staff at all levels; Commitment to "internal client" and customer service principles; ability to project professionalism over the phone and in person; Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment; Demonstrated gender awareness and sensitivity, as well as the ability to integrate a gender perspective into tasks and activities; Experience of working in a multilateral/multicultural environment; ability to establish and maintain effective work relations with different cultural and national backgrounds.

Required competencies

		Core values Commitment: Actively contributes to achieving organizational goals Diversity: Respects others and values their diverse perspectives and contributions Integrity: Acts in a manner consistent with the Organization’s core values and organizational principles Accountability: Takes responsibility for own action and delegated work Core competencies Communication: Actively works to achieve clear and transparent communication with colleagues and with stakeholders of the Organization Collaboration: Works effectively with others on common goals and fosters a positive, trust-based working environment Planning: Works towards the achievement of goals in a structured and measured manner Analysis and decision-making: Analyses available information, draws well-founded conclusions and takes appropriate decisions Initiative-taking: Proposes and initiates new ideas, activities and projects Flexibility: Responds positively and effectively to changing circumstances Managerial competencies (for positions with managerial responsibilities) Leadership: Provides a clear sense of direction, builds trust and creates an enabling environment Strategic thinking: Identifies goals that advance the organizational agenda and develops plans for achieving them Managing performance: Helps to maximize team performance by providing active feedback and skill development opportunities

Remuneration Package

		Monthly remuneration, subject to social security deduction, is EUR 3,878 a month. OSCE salaries are exempt from taxation in Austria. Social benefits will include possibility of participation in the Cigna medical insurance scheme. Please note that appointments are normally made at step 1 of the applicable OSCE salary scale.

How To Apply

		If you wish to apply for this position, please use the OSCE's online application link found under https://jobs.osce.org/vacancies. The OSCE retains the discretion to re-advertise/re-post the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration. Only those applicants who are selected to participate in the subsequent stages of recruitment will be contacted. Please note that vacancies in the OSCE are open for competition only amongst nationals of participating States, please see http://www.osce.org/states. The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization. Please note that for this position the OSCE does not reimburse expenses such as travel in connection with interviews, tests, visas and relocation. Please be aware that the OSCE does not request payment at any stage of the application and review process.