Sr IT Client Services Specialist at Federal Reserve Bank (FRB) in Atlanta, Georgia

Job Description:

As an employee of the Atlanta Fed, you will help support our mission of promoting the stability and efficiency of the U.S. economy and financial system. Your work will affect the economy of the Southeast, the United States, and the world. The work we do here is important, and how we do it is just as important as what we do. We live our values of integrity, excellence, and respect every day. We do the right thing, we do things right, and we treat people right. A career at the Federal Reserve Bank of Atlanta gives you the chance to do work that touches lives and helps communities prosper.

Position Summary:

You will be a senior technician over IT Client Services (ITCS) hardware and software between all user departments. Your will work with the team to pull, distribute, schedule, and work daily assignments in the department; provide second level customer support for all user departments; lead/support project development and testing phases; work with hardware/software vendors; respond to patching requests; communicate information and ideas to diverse audiences; develop and contribute to technical documentation and communication; provide all technical support for Contingency Center workstations and printers; serve as secondary support for Bank Management Committee; provide leadership for ITCS Staff while remaining informed of new technology and industry best practices. You will report to the Manager, IT Client Services.

Key Responsibilities:

• You will work with the team to pull, distribute, schedule, and work daily assignments in the department. Maintain a Remedy ticket system where all incoming tickets from the National Service Desk are assigned out to IT Client Services staff technicians. You will help create and assign new request tickets.
• Provide second level customer support after National Service Desk (NSD) for basic to complex technical problem support and resolution; troubleshoot and resolve end-user problems, ensure correct operation of personal computers, identify and repair microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives. Evaluate existing problem tickets for severity and priority. Assist team members and lend expertise. Provide technical assistance to work from home users. Maintain inventory of computer parts and log of all repairs/service performed.
• Lead/help with project development and testing phases. Set up test sites and propose solutions to problems relating to a project's test phase.
• Work with Hardware and Software vendors to resolve product issues and research products. Keep all databases and Remedy tickets updated. Write procedure documents for support staff.
• Respond to patching requests. Ensure that all patching requests are logged into Remedy tickets and all incidents are resolved.
• Develop and contribute to technical documentation and communication. Create and publish technical documentation, such as implementation and configuration guides for diverse audiences.

Education: Associate's Degree or 2 years equivalent experience; Bachelor's Degree

Experience: 5 or more years

Knowledge Areas:

• Networking and Wireless
• PC Security
• Hardware / Software
  
  

Certifications/Licenses:

• ITIL certification
• Microsoft Certifications
  
  

Individual Competencies:

• Demonstrate Self-Awareness
• Problem Solving
• Collaborate

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401K match, and a fully funded pension plan
• Paid vacation and holidays; flexible work environment
• Generously subsidized public transportation
• Annual tuition reimbursement
• Professional development programs, training and conferences
• And more…

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

The Federal Reserve Bank of Atlanta is an equal opportunity employer.

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