Personal Computer Replacement Consultant

The objective of the consultancy is to participate in the hardware installation team for the Personal Computer Renovation Project. The contractual will install computers and provide reliable and responsive support for the new IT environment. Such IT environment include Hardware replacement, infrastructure administration, and information and training assistance. The regular services to be provided by the consultant are the following:

• The services relate to the provision of new PC’s to local and international IDB staff, as well as the provision of specialized hardware support during the process.
• User Technical Assistance
• Assist users in the exchange and use of computers and other IT devices (desktop, laptop, monitor, etc.), including installation, configuration, advice, and troubleshooting.
• Ensure that the information and software licenses are transferred with integrity during the exchange.
• Ensure that all user requests and incidents are properly entered, attended to, and documented in the ITE Service Now system.
• Ensure that all devices are delivered in compliance with bank systems, including Intune and Asset Management.
• Prepare retrieved assets for donation by wiping and installing blank images on them. (duplicated with the point above).
• Monitor all incidents and work orders through the ITE Service Management system, Service Now and follow up with the appropriate ITE teams and users on any submitted tickets.
• Assist in troubleshooting and maintaining the hardware inventory.
• Technical Support
• Service computer replacement requests and incidents.
• Investigate and resolve hardware and infrastructure problems within control
• Assist in obtaining vendor support to resolve problems beyond control.

Education:

• Bachelor’s degree in TI and/or equivalent.

Experience:

• At least two years of progressive experience in IT support activities. Working knowledge of ITIL processes for incident, service request and knowledge management. Bachelor’s degree in computer science or related field relevant to the responsibilities of the role may be a substitute for the period of professional experience.

Languages:

• Proficiency in English and one of the other Bank official languages (Spanish, French or Portuguese) is required.

Key skills:

• Learn continuously.
• Collaborate and share knowledge.
• Focus on clients.
• Communicate and influence.
• Willing to learn and keep doing it continuously.
• Innovate and try new things.
• Empathy and Active listening                         
• Technical Competencies and Skills
• Windows Active Directory, MS Windows 11 clients, MS Office 365.
• Autopilot.
• PC maintenance and network troubleshooting.
• Strong customer service skills.
• ITIL certification is a plus.

Requirements:

• Citizenship: You are a citizen of one of our 48-member countries.
• Consanguinity: You have no family members (up to the fourth degree of consanguinity and second degree of affinity, including spouse) working at the IDB, IDB Invest, or IDB Lab.

Source: https://iadbcareers.referrals.selectminds.com/jobs/personal-computer-replacement-consultant-6389