Organizational Setting

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; protecting FAO's information assets and ensuring confidentiality, integrity and availability; 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.

Main Purpose

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. He / she acts independently in routine matters, in line with established policies and procedures. 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.

Working Relationships

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.

Key Functions/Results

•    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 escalate 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.
•    Perform other related duties as required.

Impact Of Work

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.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education.
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.

Residency:
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.

Competencies

•    Results Focus
•    Teamwork
•    Communication
•    Building Effective Relationships
•    Knowledge Sharing and Continuous Improvement

Technical Skills

•    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.

Desirable Qualifications And Skills
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.