Job - IT Support Assistant (Bangui)

World Bank Country Office - Bangui, Central African Republic
IT Support Assistant




General Description:
This position, in the Bangui C.A.R. office of the World Bank, is assigned to an IT support unit providing IT services to the Africa Region of the World Bank.
This is a local position based in the country office. Using a standard IT Helpdesk process, this position will provide general IT client support at the Tier I and II levels, as well as provide training to staff within the CO.
In addition this position will provide office level leadership on Information Management and Delivery, with a focus on policy and new PC based products.
Other services provided include computer inventory management, administration and hardware repairs.
This position requires frequent interaction with staff and desk-side coaching, and has a limited role as a network administrator.
The position requires frequent consultations with technical unit team leaders and management.
Successful candidates will demonstrate excellent communication skills on a virtual team, have a proven record of outstanding teamwork, knowledge sharing and organizational skills.
Past performance will be considered during reference checks.
The appointment to the position will be for up to two (2) years, with the possibility of extension, depending on program requirements.
If a qualified candidate is not identified, the World Bank reserves the right to hire a selected candidate under a shorter-term contract.
Travel is not anticipated.
Fluency in French and English is expected.

Duties and Accountabilities:
• Performs a variety of general administrative tasks for the technical program, routine, non- complex systems and network administration, and training. Provides IT support and training on hardware and software use in response to client requests.
• Responds to Tier I support requests via multiple sources such as IT Helpdesk (Remedy), phone and email. Enters service data into the IT helpdesk tracking system.
• Configures and installs PCs, peripheral equipment, and other personal computing devices. Migrates clients using desktop PCs to using laptops as their primary computer.
• Coordinates plans and schedules the installation and deployment of new images, software/hardware upgrades and fixes.
• Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guidelines. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues.
• Coordinates Information Management at a country office level. Provides training and supports new World Bank Information products and provides guidance on web maintenance tools. Supports the implementation the Bank’s web strategy.
• Manages user access to LANs, WANs, servers, files and databases. Administers Active Directory related functions such the set up of new profiles, creates and updates access permissions and system policies and maintains user accounts.
• Provides training in information management systems such as IRIS, Client Connection, etc. Escalates problems, not resolved locally, to Regional leadership.

Selection Criteria:
Minimum Education: BA/BS (In computer science or information systems, or professional skills training in systems management). Minimum Years of Relevant Experience: 3 years
Essential Competencies:
• Fluent in English and French.
• Demonstrated emphasis on responsiveness to requests and complaints, with willingness to continually learn and improve based on feedback.
• Demonstrated experience and the ability to install, configure and troubleshoot Windows Vista and Microsoft Office 2007 required. Experience with Lotus Notes email preferred.
• Strong knowledge of PC hardware, including desktops and laptops; ability to install, configure and troubleshoot such PCs with ease.
• Excellent knowledge of Remote Access configuration (hardware/software and networking).
• Demonstrated ability to express thoughts and ideas effectively in oral and written communications.

To view the full advert and to apply, qualified candidates are requested to visit and submit an electronic application at http://www.worldbank.org/careers select: employment opportunities, professional/technical staff opportunities, then go to Job# 101254. Email or postal/paper applications will not be considered.
The closing date for receipt of electronic applications is end of day July 4, 2010. Only short listed candidates will be contacted.
Qualified male and female candidates of diverse background (gender, religious, ethnic) are encouraged to apply.

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