ET Temporary - IT Support, Santo Domingo

At the World Bank, a member of the World Bank Group (WBG), you’ll join a diverse, global community working across cultures, disciplines, and borders to address the world’s most pressing development challenges. With 1.2 billion young people reaching working age in the decade ahead, the challenge of job creation has never been greater. Through partnerships across 145 countries and more than 182 offices worldwide, we work with governments, private sector, development partners and other stakeholders to invest in people, strengthen markets, and deliver scalable, data-driven solutions that generate more and better jobs and improve lives. For more information, visit International Bank for Reconstruction and Development

We are seeking an IT support professional to provide ongoing technology support to all staff in the World Bank Group’s Dominican Republic 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.

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

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 staff 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 365, 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.

Selection Criteria

Attention: “Preference will be given to local talent, that is, applicants that are authorized to work in the duty station for any employer. Internal applicants may apply per existing guidelines.”

• Bachelor’s degree with no experience required or equivalent combination of education and experience.
• Provide effective professional support for senior staff.
• Hands-on troubleshooting of user devices, Windows, MS Outlook, 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 Spanish is required given the duty station.
• Proficiency in English is required for communication with regional and global ITS teams.

Recommended Certifications

• ITIL Foundation
• CompTIA A+
• SAFe Agilist (SA) or SAFe Practitioner (SP)

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..

World Bank Group Core Competencies

As per WBG policy, an Extended Term (ET) appointment is subject to a lifetime maximum of three (3) years. Former and current ET staff who have completed or are in the process of completing their third-year ET appointment are not eligible for future ET appointments.

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.