Be the 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•Order standard IT equipment for the department and see to the 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 WB 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 WBG Standard Software and Corporate applications  Prepare laptop PCs for mission travel• Train laptop users in remote access systems, such as SSL VPN, Fiberlink, and 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

Following all customer asset management procedures via EAMS (Enterprise Asset Management System), including documenting receipt from the vendor, tracking movement of devices to the end-users’ location, delivery schedules, acknowledgement of end-user receipt, and tracking return of equipment to inventory.Backing up user data and profiles from the old workstation to the customers network.Effectively communicates step-by-step solutions to end-users.Unpacking and settling up the laptop and docking station and/ or desktop, using asset management procedures as defined by the clients team in compliance with customer requirements.Connecting the new workstation to any deskside peripherals, and to the network. Setting up new workstation to connect to network assets such as back-up drives and printers. Knowledgeable of current technological issues and advancements.Installing any new cabling provided with the new equipment. Installing any user unique software that is WIN 10 compatible.Loading user profile and data to the new workstation.Confirming all items assigned in ServiceNow to the user are correct.Update GO computer name and Citrix computer name.Pack-up the old workstation and hard drives for shipping to designated addresses.Providing temporary customer support after completion of refresh.The new HP workstations will be deployed with Windows 10.All WIN 10 compatible Dell models will be reimaged using a defined SOP. Replace the server, switch and desktops in the NOC (Network Operational Center) room.Work on Citrix Director, Studio add and delete laptop, desktop, users and groups to the organization database.Push and pull software magnetic for Bigfix. Push and pull software on the platform with apps (iPhone, Window, Lenox and Citrix.Supporting Executive and employees across the enterprise including White Glove Desktop End-user support, IT Asset Management (ITAM), Network Printer and MDM Support for Executive Customer.

JOB RESPONSIBILITIES: Responsible for investigating and identifying computer hardware and software related problems. Effectively communicates step-by-step solutions to end-users May need to communicate with software and hardware specialists for solutions Records solutions into database for other Help desk and Desktop Support professionals. Redirects issues to appropriate resource if necessary Are knowledgeable of current technological issues and advancements. Laptop Latency End-user laptop devices experience periodic performance issues creating customer dissatisfaction. Performance issues may occur at various times in a laptop’s boot and usage cycle, including but not limited to delays in boot and login; delays in launching key applications such as Microsoft Outlook; and delays in accessing user and group files on network shares. Resources will (locally and through remote access) diagnose such problems; recommend solutions; test the recommended solutions with team members and clients in limited pilot groups; and upon approval deploy the solution broadly across the enterprise.FISMA Compliance the goal is to remove all software which is older than the second most-recent (“N-1”) version supplied by the software publisher. Desktop Engineer shall identify such software; recommend solutions such as software upgrade or removal; test the upgrade or removal with team members and clients in limited pilot groups; and upon approval, perform software upgrade or removal activities (locally and remotely) across the enterprise.Integrate with Desktop Engineering and Desktop Support teams to provide service seamlessly as a single, unified team.In the event that issues are observed which are not in scope of Desktop Engineering (e.g. issues in network latency, Active Directory, etc.), immediately raise these issues to the Desktop Manager and relevant Project Manager.