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Service Desk

Washington, District of Columbia, United States
November 29, 2016

Duration: Contract

Primary point of contact on all matters related to hardware, software and communications support for the department.

Work closely with other IT support elements (such as ITS IT Client Services, IT Service Desk and Mobile Kiosk).

Assist in the decision making/planning process of IT needs at the beginning/end of each fiscal year.

Ordering standard IT equipment for the department, and disposal of retired equipment.

Maintain a proper inventory of all IT related equipment and software which is reported to CIT on a quarterly basis.

Participate in the evaluation and piloting of new products and services, both hardware and software.

Identify and propose IT applications that support the Department’s work to CIT and assist in the development and implementation of the application.

Provide IT training for staff members, particularly for newly hired staff.

Administer IFC information security standards; including requesting IT accounts (Notes and Windows), SecurIDs, and remote connectivity accounts (as applicable).

Coordinate with Bank’s Telecom Service unit to set up, transfer, and discontinue voice and data communication for the staff in the office and at home for Business Continuity designees.

Provide expertise on all IFC Standard Software and Corporate applications.

Follow up on all fixes and repairs on IT products in the department.

Setup video-conference, audio-visual equipment and other electronic devices for presentations or conferences.

Prepare laptop PCs for mission travel.

Train laptop users in remote access systems, such as SSL VPN, Fiberlink, Webmail and Notes replication.

Disseminate IT information to departmental staff.

Assist in departmental moves of IT hardware and communications.

Attend expert training when required and maintain a working knowledge of the IT trends in the business relevant to supporting the IFC IT standards.

Adhere, advise and enforce the technology standard requirements and procedures of IFC.

Assist staff in procurement of cell phones and Blackberry devices.

Ensure that the integrity and security of IFC Systems are not compromised from within or outside the corporation.

Collect feedback on IT services from clients, utilizing surveys and ‘Expos’.

Use the ‘Remedy’ call tracking system to track work and analyze reports to identify problem areas and training opportunities.

Assist staff in use of scanners, digital senders and Bloomberg terminals (as applicable).

Monitor voice and data communication usage charges for the department, if applicable.

Assist the budget analyst in preparing requisitions for procuring hardware and software for department use.