Senior IT Assistant - Video Services, Washington, United States

Organization: The World Bank

Country: United States

City: Washington

Office: World Bank in Washington, United States

Closing date: Sunday, 15 January 2023

Senior IT Assistant - Video Services

Job #: req20629

Organization: World Bank

Sector: Information & Communication Technology

Grade: GD

Term Duration: 2 years 0 months

Recruitment Type: Local Recruitment

Location: Washington, DC,United States

Required Language(s): English

Preferred Language(s): Closing Date: 1/15/2023 (MM/DD/YYYY) at 11:59pm UTC

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. Visit www.worldbank.org.

ITS Vice Presidency Context

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries.

ITS services range from establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions.

The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.

ITSGC Department Context

The Global Telecoms & Client Services (ITSGC) department within ITS provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include: global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training), rapid application delivery services for the entire World Bank Group, as well as coordination and implementation of all infrastructure projects facing World Bank Group country offices.

Position Overview:

This position is a part of Unified Communications team within ITSUS unit under ITSGC. The Senior IT Assistant will be responsible for supporting the Video Services team in response to videoconferencing and virtual meeting related infrastructure support and enterprise level client support. This analyst will be working closely with Video and IP Telephony service team members, including external vendors in identifying, troubleshooting, and resolving simple to moderate technical and non-technical end user questions for all Unified Communication and Collaboration services.

Duties and accountabilities:

Work with the VC team to support and help clients to reserve or schedule video conferences and WebEx sessions

Provide Support for Video editing, production, and hosting

Actively promote Unified Communications services by engaging in WBG’s social media platforms such as Yammer groups and in responding to questions on collaboration spaces such as MS Teams, and Webex.

Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology.

Deliver training sessions to the IT community on new solutions as well as end-users on tips and tricks related to Webex and Zoom services

Guide users on how to book, manage and operate WebEx (Meetings/Events) or Zoom (including Webinar) sessions

Provide client support on the phone, for walk-ins, on video and on site

Assist the VC team to install, configure, and maintain videoconferencing equipment including Cisco codecs, displays, and speakerphones

Test and certify new and upgraded Video conferencing hardware and software

Co-host and operate high level video conferences and Webex Events or Zoom Webinar sessions remotely

Help users to connect mobile devices to video conferences and WebEx

Conduct interoperability tests between Voice and Video endpoints

Under the guidance of the VC team

Provide / generate comprehensive reports and metrics for VC services

Work with Network Management team to participate in network and traffic analyses as it relates to endpoint health

Work with Cisco to capture troubleshooting logs and related data for issue analysis

Acts as project coordinator on video conferencing initiatives

Coordinate and lead discussions with local vendors and professional integrators

Provide support and best practice for meetings, including audio, video and virtual meetings in conference rooms. Conduct interoperability tests between endpoints.

Meeting consultation: Evaluate client needs and provide the most effective solutions utilizing all available technology to solve technical and logistical problems.

Report, own, escalate, and bring to closure any issues faced during daily operations in the assigned location to ITSUS.

Use Control Hub to monitor and troubleshoot Webex sessions remotely and on site.

Selection Criteria

Minimum Education/Experience:

Bachelor’s degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.

Digital savvy and a passion to help others with technology problems

Knowledge of operating Cisco Webex, MS Teams, or Zoom

Experience in Video editing and production software and tools

Understanding of videoconferencing technology

Experience in scripting and programing in Python, C, or Java

Experience with RESTful API is a plus

Experience in developing and editing code in JSON, XML, and HTML is a plus

Knowledge of Cisco WebEx, MS Teams, or Zoom videoconferencing and room systems

Understanding of livestreaming technology is a plus

Excellent client support capabilities

Expresses thoughts and ideas effectively in oral and written communications

Ability to work cooperatively and collaboratively in a team environment

Ability to analyze information and draw accurate conclusions

Ability to apply problem solving strategies to evaluate and solve problems effectively

Copes effectively and is productive under work stress

Requires excellent drafting and communication skills

Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues both within and outside the organization

Experience with Ticketing system (Remedy/ServiceNow) is a plus

Experience in installing, configuring and trouble-shooting video conferencing equipment is a plus

Must have US Work Permit

Experience of supporting clients with IT tools and service

Interest in learning more about meeting services

Excellent client orientation

Solutions-oriented and with an appropriate sense of urgency

Good communication skills

Attention to detail

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.

Link to the organization’s job posting: https://unjobs.org/vacancies/1672166572229