Overview
Provide ongoing technology support to all staff in the World Bank Group’s Haiti Office, ensuring reliable access to hardware, software, and enterprise systems. Resolve technical issues through troubleshooting and user engagement.
Key Responsibilities
- Assist with routine troubleshooting and log service requests.
- Escalate issues requiring advanced intervention.
- Set up, support, and maintain WBG standard devices, network equipment, servers, software, IP phones, videoconference, and AV systems.
- Manage office IT inventory and serve as IT Asset Custodian.
- Support onboarding by providing system access, tools, and training.
- Document common issues and resolutions.
- Support minor operational improvements.
- Uphold ITIL best practices.
- Test and evaluate new hardware and software.
- Communicate policies, procedures, and practices.
- Foster collaboration within the team.
- Participate in team discussions and training.
- Share best practices and updates.
- Contribute to a positive team environment.
- Participate in continuous improvement initiatives.
Required Experience
- At least 10 years of relevant experience.
- Hands-on troubleshooting of user devices, Windows, MS Exchange, Office, printers, scanners, servers, LAN/WAN.
- Incident management experience using ServiceNow and SLA compliance.
- Experience supporting business partners in multicultural environment.
- Strong teamwork and vendor coordination skills.
Qualifications
• A Bachelor's Degree related to the specialty area, or an equivalent combination of education and experience.
