Job: Desktop Support Technician

Title Desktop Support Technician
Location US-DC-Washington
Job Information

Position Description/Responsibilities:

CAI has an immediate need for a Desktop Support Technician to work on a client engagement for Enabling/Shared Services IT Team. Position located in Washington, DC.

 

 

Position Description

This position includes, but is not limited to, installing, maintaining and troubleshooting Bank standard computer hardware and software, peripherals and other World Bank approved personal computing devices to ensure that all IT-dependent activities continue to function without client disruption

Team Hours of Operation:

MondayFriday, 8:00 a.m. to 6:00 p.m.  This position requires work hour flexibility and occasional overtime, as needed.

Working Hours for this position

9:00am – 6 pm (may be flexible/negotiable)

 

 

 

 

 

 

 

 

 

Position Duties/Responsibilities

•        Configures desktop and laptop computers with applications client’s staff use in office or for travel on missions

•        Provides clients with computer and network support in response to specific requests related to various Bank standard software and hardware, printing problems, computer viruses, network connection and usage and other

IT-related matters

•        Provides timely desk side support, when issues cannot be solved via the phone or by EM.

•        Responds to client incident/problem tickets in Remedy ticket tracking system assigned by the Workgroup Coordinator and clearly documents timely updates in the work log regarding status and resolution of that incident

•        Provides timely follow-up on staff questions and/or outstanding issues

•        Assists team and units in managing and organizing hardware and software

•        Assists team in conducting periodic physical inventory of computer equipment

•        Creates technical and support documentation for IT team and user community, as needed

•        Ensures that Bank information and systems are protected in a manner consistent with Bank information security policy, procedures and standards

•        Provides leadership, or assistance to other team members, in the planning and deployment of new software and hardware

•        Provides Presentation support to clients, as necessary

•        Willingness to test new products and processes for Engineering Team

•        Attends team meetings and training, as required by the Team Lead

Essential Job Competencies – candidate must have the following:

•        Minimum Associates degree (BS degree preferred) or 3+ years equivalent experience in supporting clients at the desktop level

•        Experience with Windows OS XP/Vista/Win7(Imaging, staging, troubleshooting PC OS and Hardware)

•        Familiar with enterprise management tools such as SCCM/SMS, Active Directory (AD)

•        Familiar with networks, wi-fi, remote access, high speed broadband

•        Proficient in Lotus Notes, MSO 2007/2010, Remedy, IE

•        Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders, and monitors

•        Excellent Troubleshooting skills (desktops/laptops/printers)

•        Excellent problem solving and analytical skills

•        Excellent oral and written communication and interpersonal skills

•        Excellent customer service approach to dealing with people at all levels within the WBG

•        Ability to work in a team environment

•        Ability to deal sensitively in multicultural environments

•        Understand client needs to successfully resolve problems, and provide technical solutions.

•        Must be organized and able to quickly adapt to new situations and changing priorities

•        Must be a self-starter and willing to learn new things

•        Must be able to work under pressure, meet deadlines and handle multiple projects simultaneously

•        Must be reliable and have good attendance

•        Must have emphasis on follow-through and accountability

•        Must have a good attitude and strong work ethic

Desirable Competencies/Knowledge:

•        BS degree and 3+ years of experience in providing desktop support

•        Knowledge of the WBG Business and Technical environment

•        Microsoft Certified (at least MCTS)

•        Experience with Lenovo hardware

•        Knowledge of Remote Access

•        Project Management skills (desirable)

•        Self motivated, and innovative

•        Willingness, or volunteer to take on other additional tasks

•        Knowledge of SAP

•        Knowledge of Crystal Reports

•        Familiar with Sharepoint

 

 

 

Position Requirements/Technical Skills:

Minimum Associates degree (BS degree preferred) or 3+ years equivalent experience in supporting clients at the desktop level

•        Experience with Windows OS XP/Vista/Win7(Imaging, staging, troubleshooting PC OS and Hardware)

•        Familiar with enterprise management tools such as SCCM/SMS, Active Directory (AD)

•        Familiar with networks, wi-fi, remote access, high speed broadband

•        Proficient in Lotus Notes, MSO 2007/2010, Remedy, IE

•        Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders, and monitors

•        Excellent Troubleshooting skills (desktops/laptops/printers)

•        Excellent problem solving and analytical skills

•        Excellent oral and written communication and interpersonal skills

•        Excellent customer service approach to dealing with people at all levels within the WBG

•        Ability to work in a team environment

•        Ability to deal sensitively in multicultural environments

•        Understand client needs to successfully resolve problems, and provide technical solutions.

•        Must be organized and able to quickly adapt to new situations and changing priorities

•        Must be a self-starter and willing to learn new things

•        Must be able to work under pressure, meet deadlines and handle multiple projects simultaneously

•        Must be reliable and have good attendance

•        Must have emphasis on follow-through and accountability

•        Must have a good attitude and strong work ethic

Desirable Competencies/Knowledge:

•        BS degree and 3+ years of experience in providing desktop support

•        Knowledge of the WBG Business and Technical environment

•        Microsoft Certified (at least MCTS)

•        Experience with Lenovo hardware

•        Knowledge of Remote Access

•        Project Management skills (desirable)

•        Self motivated, and innovative

•        Willingness, or volunteer to take on other additional tasks

•        Knowledge of SAP

•        Knowledge of Crystal Reports

•        Familiar with Sharepoint

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