The IT Support Specialist will be the front-line contact for IT
vis-à-vis staff in the Jamaica office. S/he will respond to their
questions and inquiries and provide requested information and
assistance. S/he will support and maintain workstation software and
deliver related services. S/he provides IT support, analysis,
troubleshooting, and informal training on Bank-standard hardware and
software. S/he will also provide basic support on IT infrastructure and
networking products.
Other responsibilities include, but may not be limited to, the following:
- Provide technical support to end users of institutional standard software packages such as Outlook 2013, Microsoft Office Suite 2010/2013, SAP client, Windows 7, local network access and remote access through VPNs and Citrix RDP client to virtual and real machines.
- Coordinate, plan and schedule the installation and deployment of new images, software/hardware upgrades, and fixes.
- As part of the Emergency Management Team, assist in Business Continuity procedures: Verify backup systems and implement as necessary backup and restore procedure.
- Provide feedback on new software, hardware and services performance and testing.
- Document incident/problem status and resolution in tracking system (Remedy). Document solutions to common problems and respond to frequently asked questions.
- Maintain office inventory of IT related equipment and software licenses, monitoring institutional charges against that inventory.
- Collaborate with the other IT team members in support of Regional and Institutional technical initiatives.
- Provide support for network connectivity or related network issues for the user community to include LAN/WAN, IP, telephone, 3G/4G mobile devices, video conferencing and wireless environment.
- Provide direction and timely training to end users in software and network usage with an emphasis on guidelines and policies where applicable.
- Promote information security awareness and Institutional guidelines and policies for information security within the unit.
- Configure, install, and update Bank-standard hardware and software, peripheral equipment, and other desktop or portable computing devices.
- Diagnose and troubleshoot hardware, software, and network issues. Seek technical assistance or escalate issues with the appropriate group as necessary and follow-up to ensure resolution.
- Implement software or hardware changes to rectify any issues.
- Document procedures and solutions to common technical problems.
- Provide on-the-spot training to clients, promoting the effective use of technology.
- Support other team members in the scheduling and management of video conferences, webinars and conferencing events using Webex, Jabber and Cisco/Polycom codecs and solutions.
- Perform ad-hoc IT duties as needed.
- Provide solutions and IT support services within the Institutional standards framework and in compliance with Bank IT policies and best practices.
- Ensure that Bank information and information systems are protected in a manner consistent with Bank information security policy, procedures and standards.
Desired Skills and Experience
- BA/BS or AA/AS Degree in Computer Science.
- Minimum of 5 years relevant experience.
- Demonstrates general knowledge of hardware and software products and problem solving/troubleshooting skills.
- High comfort level with IT systems including: Windows 7; Outlook 2013; MS-Office 2010/2013; Remote Access solutions and VPN; Cisco and Polycom videoconferencing codecs, Cisco Jabber, Cisco VMR and Cisco WebEx; mobile devices (iOS and Android); Remedy; Cloud solutions and collaboration tools such as Box, Office 365 and Sharepoint.
- Ability to work in a team environment and across organizational boundaries, as well as to handle multiple projects, and coordinate with outside vendors.
- Ability to prioritize workload balance conflicting demands and willingness to work extended hours in support of time-critical projects.
- A strong customer orientation and proven ability to deal with staff calmly in a high-pressured environment, including the ability to promote and facilitate cooperation within the organization and with clients.
- Good communication and presentation skills -- both verbal and written.
- Highest ethical standards.
- Proven ability to work in a team environment.
- Emphasis on follow-through and accountability.
- Reliability and punctuality.
- Willingness and ability to perform under periods of high client service demand and associated work stress.
- An upbeat, positive attitude and willingness to learn and help others.
- Flexibility and being able to adapt to new situations.
Individuals may apply by sending a brief curriculum vitae, an application letter in English and three references, on or before February 20th, 2014 to the following email address: JMrecruitment@worldbank.org, IT Support Specialist - Only electronic applications and CVs in English will be accepted.
