Back Personal Computer Replacement Consultant

Post of duty: HQ – Washington/DC

The IDB Group is a community of diverse, versatile, and passionate people who come together on a journey to improve lives in Latin America and the Caribbean. Our people find purpose and do what they love in an inclusive, collaborative, agile, and rewarding environment.

About this position

We are looking for a consultant with a background in IT support to join the Personal Computer Renovation Team.

We are looking for a dedicated, proactive, and user-centered IT support. As IT support, you will be responsible for the bulk replacement’s implementation of new computers with a reliable factory-integrated image and autopilot.

You will work in Service Manager, part of Information Technology Department (ITE). This team is the focal point for delivery of Information Technology, Information Management, and Telecommunications solutions and services at Headquarters and Country Offices to facilitate the Bank´s mission.

What you’ll do

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:

User Support

• 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.

      What you'll need

      • 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.

              Type of contract and duration

              • Type of contract: International Consultant Full-Time.
              • Length of contract: 12 months. Contract may be extended up to 36 months based on business requirements and consultant's performance.
              • Work Location: On site.

                What we offer

                The IDB Group provides benefits that respond to the different needs and moments of an employee’s life. These benefits include:

                • A competitive compensation packages.
                • Leaves and vacations: 2 days per month of contract + gender- neutral parental leave.
                • Health Insurance: the IDB Group provides a monthly allowance for the purchase of health insurance.
                • Savings plan: The IDB Group cares about your future, depending on the length of the contract, you will receive a monthly savings plan allowance.
                • We offer assistance with relocation and visa applications for you and your family when it applies.
                • Hybrid and flexible work schedules.
                • Development support: We offer learning opportunities to boost your professional profile such as seminars, 1:1 professional counseling, and much more.
                • Health and wellbeing: Access to our Health Services Center which provides preventive care and health education for all employees.
                • Other perks: Lactation Room, Daycare Center, Gym, Bike Racks, Parking, and others