World Bank
Apply By: 05 September 2008
United States | Mid-level
del.icio.usGeneral Information
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Date posted:
28 August 2008
- Organization(s):
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World Bank
- Country/Region:
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United States
- Apply by:
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05 September 2008
Description
INFORMATION SPECIALIST
Background
LCSIS is a Unit in the Latin America and the Caribbean Region of the World Bank responsible for information technology at Headquarters in Washington, DC and in the Regional Country Offices. The Information Specialist will report to the Sr. Information Officer. The duty station for this appointment is Washington, DC, World Bank Headquarters.
Duties and Accountabilities
• Provide timely response and follow-up to cases received through the Remedy Help Desk System.
•Provide constant monitoring and update of cases assigned to the individual and group queues in the Remedy Help Desk System.
•Provide direct first level support, trouble-shooting, problem analysis to end users.
•The technical support provided to end users will include but not be limited to: institutional standard software packages, MS Office Suite, the SAP client, Windows XP, local network and remote access, laptop configuration, LN client setup and troubleshooting, data recovery, hardware diagnostics, hardware relocation and software installation.
•Escalate problems to upper levels support groups, if unable to resolve and/or outside of the authority of the position.
•Report problems with assigned cases to the Remedy Coordinators for proper case handling.
•Forward office IT inventory cases and institutional billable-related requests to the regional asset management team.
•Work with the Regional Video Conference Team in VC scheduling, troubleshooting and other initiatives as required.
•Collaborate with the Regional IT team members on support of Regional and Institutional technical initiatives.
•Be an active part of the Tier 2 response team and work in a collaborative environment with colleagues.
•Provide solutions and IT support services within the Institutional standards framework and in compliance with our IT policies and best practices within the LCSIS group.
•Provide direction and timely training to end users in software and network usage with an emphasis on Regional best practices as it relates to the support services provided.
•Promote awareness of Institutional guidelines for information security within the Region.
•Track problems assuring their resolution while providing proper documentation of each case in Remedy for future reference.
•The Information Specialist will inform the LCR IT Center Manager of the daily tasks and pending issues.
•Ensures that Bank information and information systems are protected in a manner consistent with Bank information security policy, procedures and standards.
Selection Criteria
•Minimum Education: Associates Degree (Basic training in Information Technology or Information Management.)
•Minimum of 4 years relevant experience.
•Experience with Lotus Notes, MS Office, and ability to install, configure and troubleshoot Windows XP.
•Strong knowledge of PC-based hardware, including desktop and laptop workstations; ability to install, configure and troubleshoot such workstations with ease.
•Strong knowledge of network connectivity, especially as it applies to the Windows XP operating system.
•Excellent knowledge of Remote Access setups (hardware/software and networking).
•Excellent communication and interpersonal skills; ability to deal effectively with staff at all levels.
•Mature judgment.
•Strong planning and organization skills.
•Ability to work well under pressure.
•Display courteous and patient demeanor with clients.
•Critical thinking skills to resolve incidents quickly and consistently.
•Ability to function well in a team-based environment and contribute towards common goals.
•Ability to train end users on software standards.
•Ability to prioritize workload and balance conflicting tasks.
•Strong knowledge of World Bank HQ and Country Office missions and functions.
•Excellent written and spoken English language skills
•Excellent written and spoken Spanish language skills a plus.
Application
For information on how to apply, click here. To apply for this job online, click here.
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