We are seeking an IT support professional to provide ongoing technology support to all staff in the World Bank Group’s Haiti Office, as well as staff visiting from other WBG offices. Ensures reliable access to hardware, software, and enterprise systems for a seamless digital experience. Resolves technical issues through troubleshooting, user engagement, and timely escalation. Implements service standards and continuous improvement to maintain high-quality IT support. Participates in technology projects, monitors performance, and drives initiatives to enhance efficiency and satisfaction. Contributes to improving technology solutions and infrastructure across the organization.

Key Responsibilities

Experience Support Operations
• Assist with routine troubleshooting and log service requests to support reliable access to workplace technologies and systems.
• Escalate issues that require advanced intervention to maintain service quality and user satisfaction.
• Set up, support, and maintain all WBG standard devices, network equipment, servers, software, IP phones, videoconference, and AV systems.
• Manage office IT inventory and serve as IT Asset Custodian, including periodic checks and disposals.
• Support onboarding by providing system access, tools, and training.

Service Improvements and Innovation
• Strengthen service consistency and responsiveness by documenting common issues and resolutions, supporting minor operational improvements, and upholding ITIL best practices for user-focused service delivery.
• Support continuous improvement and standards adherence by testing and evaluating new hardware and software, and clearly communicating policies, procedures, and practices that reinforce service delivery benchmarks.

Collaborate and Partner Across IT Functions
• Foster collaboration within the team by following established procedures and sharing observations.
• Participate in team discussions and training to build foundational technical skills.
• Actively contribute to a positive and collaborative team culture.

Team Development
• Share best practices and updates to strengthen team capability and promote continuous improvement.
• Contribute to a positive team environment by supporting coordinated service delivery.
• Actively participate in continuous improvement initiatives, bringing fresh perspectives using Agile methodologies.

Core Technical Knowledge and Skills

• Solid understanding of IT technologies, including the Windows platform, Microsoft Office, servers, smartphones, and more.
• Capable of systematically troubleshooting issues to identify root causes, resolve problems, develop effective workarounds, or escalate when necessary.
• Excellent customer service skills, with the ability to remain accurate and professional under pressure.
• Familiarity with Microsoft Azure, DNS services, and a range of networking methods and technologies.
• Awareness of network communication protocols and experience with various WAN/LAN products.
• Experience with IP and cloud-based telephony systems, as well as related troubleshooting.
• Strong background in setting up and supporting videoconferencing equipment.
• Skilled in using remote access tools and conducting remote troubleshooting.
• Experience with automation tools, AI-assisted support solutions.
• Familiarity with continuous improvement frameworks and change management principles.
• Effective communicator, able to listen actively, articulate problems, and suggest solutions.
• Proficient in delivering engaging presentations and teaching technology concepts to non-technical business partners.
• Able to clearly explain job-related facts, policies, and best practices.
• Committed to personal development and continuous learning.

Professional Competencies, Qualifications and Experience Required
• At least 10 years of relevant experience, postsecondary studies related to the specialty area, or an equivalent combination of education and experience. Skilled in research and analysis on defined tasks; able to identify issues and suggest solutions.
• Effective professional support for senior staff.
• Hands-on troubleshooting of user devices, Windows, MS Exchange, Office, printers, scanners, servers, LAN/WAN.
• Proficient in virtual meeting tools (Webex, Microsoft Teams, Zoom).
• Incident management experience using ServiceNow and SLA compliance.
• Experience supporting business partners in multicultural environment.
• Strong teamwork and vendor coordination skills.
• Able to balance priorities, handle conflicting demands, and work extended hours for urgent projects.

Required languages:
• Proficiency in French and/or Haitian Creole is required given the duty station.
• Working knowledge of English is required for communication with regional and global ITS teams.

Recommended Certifications
• ITIL Foundation
• CompTIA A+
• SAFe Agilist (SA)

WBG Culture Attributes:

1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results

The World Bank Group values diversity and encourages all qualified candidates who are nationals of World Bank Group member countries to apply, regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

This position requires on-site presence at our Haiti office, five days a week.

Curriculum Vitae and Cover letter

https://worldbankgroup.csod.com/ats/careersite/search.aspx?site=1&c=worldbankgroup

How to submit your Application
Go to the https://worldbankgroup.csod.com/ats/careersite/search.aspx?site=1&c=worldbankgroup
Type req36639 into the "Keyword or ReqID" search field and Click Search