ICT Support Assistant

at  OSCE

Background:
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, combating human trafficking, 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 Chairpersonship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions.
The OSCE Secretariat’s 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) Section is responsible for the delivery of Information and Communications Technology (ICT) in support of the core business of the OSCE. This includes the management, operation, implementation, support, and maintenance of ICT projects, systems, and infrastructure and the delivery of ICTS support services to the Secretariat. ICTS provides corporate ICT services, ICT policy guidance, and support to all OSCE Institutions and Field Operations. The Section consists of four units: Infrastructure Operations Unit, Services and Support Unit, Functional Support Unit, and Software Development Unit.
The Organization, in line with the OSCE Action Plan for the Promotion of Gender Equality, is committed to further improving gender balance among staff in all areas and levels within the OSCE. Currently female staff in the above-mentioned field of expertise is underrepresented, and are therefore encouraged to apply for this opportunity.
Tasks and Responsibilities:
As ICT Support Assistant, you will be a member of the Secretariat ICT Service Desk and be responsible for providing ICT support services to OSCE Computing Resources Users, mainly Vienna-based personnel. You will respond independently to ICT queries, service requests, and incidents that are within your areas of expertise, and will provide guidance on technical matters to other ICT staff and teams within ICTS and in OSCE executive structures.
You will work under the direct supervision of the Chief, Services and Support, and under the overall guidance of the Deputy Director, Head of Information and Communication Technology Services (DD/ICTS).

More specifically, you will perform the following duties:

• ICT service delivery and first-level support: delivering ICT services to OSCE Computing Resources Users including onboarding/offboarding users, granting/removing access to ICT systems, configuring ICT client equipment and accessories, installing and configuring software, and distributing and retrieving of ICT equipment. Providing first-level ICT support in response to incoming service requests and incidents reported through the ICT Service Management platform, phone calls, incoming emails, and in-person. Providing ICT support to meetings, conferences and events;
• Client ICT equipment support: distributing, supporting, maintaining, and tracking the inventory of ICT client equipment assigned to Vienna-based Computing Resources Users. Carrying out limited in-house equipment repairs;
• ICT Documentation: assisting in drafting ICT documentation, including manuals, guides, configuration items, procedures, and processes;
• ICT Training: assisting in developing training material and participating in the delivery of various types of training to OSCE Computing Resources Users and ICT peers. Includes ad-hoc training during user onboarding; scheduled training for newcomers; technical-training for ICT colleagues; specialized training for OSCE users during systems upgrades or the introduction of new ICT systems;
• ICT purchasing, software license administration, and vendor communications: co-ordinating ICT purchases with vendors. Administering software licenses, including assigning licenses, monitoring license availability, and reporting on license utilization. Formulating requirements for ICT client equipment and accessories. Communicating with hardware vendors about warranty repairs, goods deliveries and technical issues;
• Other 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; a first-level university degree in Information Technology, Computer Science, IT Security, Computer Engineering or related fields is an asset;
• Certification in ITIL (Foundation level or higher) is desirable;
• Certification in project management (PRINCE2 Foundation or equivalent) is desirable;
• A minimum of five years of working experience in ICT service delivery and support, preferably in an international or public sector environment; a university degree in a relevant field may be considered as a substitute for up to two years of working experience only to determine eligibility;
• Experience in working with Microsoft Active Directory;
• Experience in supporting Microsoft Windows operating systems and Microsoft Office applications (MS Word, MS Excel, MS Power Point, MS Access);
• Experience in supporting ICT client equipment (including PCs, smartphones, and tablets);
• Experience in developing ICT user training material and documentation, and delivering in-person and virtual training courses is desirable;
• Experience in working as a member of an ICT Service Desk is desirable;
• Experience in providing ICT support to conferences and events is desirable;
• Professional fluency in English with excellent communication (both oral and written) skills; knowledge of other OSCE languages is desirable;
• Demonstrated gender awareness and sensitivity, and an ability to integrate a gender perspective into tasks and activities;
• Ability and willingness to work as a member of team, with people of different cultural, and religious backgrounds, different gender, and diverse political views, while maintaining impartiality and objectivity.

REMUNERATION PACKAGE:

Monthly remuneration, subject to social security deduction, is around EUR 4,670 (12 times a year) depending on family status. OSCE salaries are exempt from taxation in Austria. Social benefits will include possibility of participation in the Cigna medical insurance scheme and the OSCE Provident Fund.
Please note that appointments are normally made at step 1 of the applicable OSCE salary scale.
If you wish to apply for this position, please use the OSCE’s online application link found under https://vacancies.osce.org/.
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 candidates who are selected to participate in the subsequent stages of recruitment will be contacted.
Candidates interviewed and found suitable in the recruitment process for this vacancy notice will be placed on a roster of suitable candidates (valid for three years) for fixed-term posts, should a suitable opportunity arise. The placement on a roster does not guarantee a future appointment or assignment.
Please note that vacancies in the OSCE are open for competition only amongst nationals of participating 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.
Candidates should be aware that OSCE officials shall conduct themselves at all times in a manner befitting the status of an international civil servant. This includes avoiding any action which may adversely reflect on the integrity, independence and impartiality of their position and function as officials of the OSCE. The OSCE is committed to applying the highest ethical standards in carrying out its mandate. For more information on the values set out in OSCE Competency Model,
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 OSCE appointments are subject to medical clearance.
The mandatory retirement age at the OSCE is 65 years for contracted positions at the general service, professional and director level. The Organization shall apply an age limit of 62 years at the time of appointment as the incumbent selected is normally expected to carry out the contractual obligation of two years.

Please be aware that the OSCE does not request payment at any stage of the application and review process.

• Issued by: OSCE Secretariat
• Requisition ID: SEC000660
• Contract Type: Local Contracted
• Grade: G5
• Job Level: General Services
• Job Type: Contracted
• Number of posts: 1
• Location: SEC - OSCE Secretariat, Vienna
• Issue Date: Nov 7, 2024
• Closing Date: Dec 5, 2024
• Employee Status: Fixed Term
• Schedule: Full-time
• Education Level: High School Diploma / (GED)
• Target Start Date: As soon as possible

• ICT service delivery and first-level support: delivering ICT services to OSCE Computing Resources Users including onboarding/offboarding users, granting/removing access to ICT systems, configuring ICT client equipment and accessories, installing and configuring software, and distributing and retrieving of ICT equipment. Providing first-level ICT support in response to incoming service requests and incidents reported through the ICT Service Management platform, phone calls, incoming emails, and in-person. Providing ICT support to meetings, conferences and events;
• Client ICT equipment support: distributing, supporting, maintaining, and tracking the inventory of ICT client equipment assigned to Vienna-based Computing Resources Users. Carrying out limited in-house equipment repairs;
• ICT Documentation: assisting in drafting ICT documentation, including manuals, guides, configuration items, procedures, and processes;
• ICT Training: assisting in developing training material and participating in the delivery of various types of training to OSCE Computing Resources Users and ICT peers. Includes ad-hoc training during user onboarding; scheduled training for newcomers; technical-training for ICT colleagues; specialized training for OSCE users during systems upgrades or the introduction of new ICT systems;
• ICT purchasing, software license administration, and vendor communications: co-ordinating ICT purchases with vendors. Administering software licenses, including assigning licenses, monitoring license availability, and reporting on license utilization. Formulating requirements for ICT client equipment and accessories. Communicating with hardware vendors about warranty repairs, goods deliveries and technical issues;
• Other duties as assigned