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

Job Description:

Company

Federal Reserve Bank of Atlanta

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.

We are a dynamic hybrid workplace environment that requires at least 2 days a week in the office.

Position Summary:

Under minimal supervision, responsible for serving as a senior analyst/technician in IT Client Services (ITCS), providing end-user support for all aspects of hardware and software. Key responsibilities include providing second level customer support for all user departments.  Providing complex solutions and services, customer focus, a consultative perspective on the best client products for end-user and troubleshooting client technology systems. Support and Lead end-user initiatives including launching new products and services, self-servicing solutions, and end user training.  Provides support for the Executive Leadership Committee. This position will report to the Manager, IT Client Services.

Key Responsibilities:

• Maintains all aspects of the end user technology device and software life cycle (prepare, configure, deploy, maintain, and replace).


• Provides maintenance and support for complex client products, including software and hardware.


• Adheres to compliance requirements of enterprise security and software licensing guidelines while performing duties.


• Ensures highest levels of customer satisfaction through ownership and resolution of end user technology requests and issues while maintaining all tickets assigned.


• Communicates with customers at initial contact, working to ensure rapid resolution, follow-up with the customer to confirm satisfaction with the resolution and offering training.


• Supports the implementation of National IT and local projects


• Acts as a Liaison between National IT and Local IT, representing the organization in the Client Technicians Group.


• Meets or exceeds established Service Level Agreements and completes all duties in accordance with enterprise incident management procedures.


• Demonstrates commitment to innovation and continuous development and learning to keep up to date on new technologies, techniques, and methodologies.


• Provides analysis of moderate to complex reports as needed.


• Analyzes and/or maintains department ticketing system


• Creates, Edits, and Utilizes knowledge articles in the System IT Knowledge Management tool.


• Provides maintenance and support for moderate to complex client products, including software and hardware.


• Evaluates various technology solutions and products, e.g., hardware, software, or automation and makes recommendations for testing and implementation.


• Manages small to large projects including planning, scheduling and delivery


• Serves as primary or secondary support for Executive Leadership Committee.


• Provides guidance to or reviews the work of less experienced analysts and provides on-the-job training to promote professional development of staff


• Perform other duties as assigned.

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

Experience: 5-8 years

Qualifications:

• Incident Resolution


• Incident Ticketing Processes (ServiceNow experience preferred)


• Networking and Wireless


• PC Security


• Hardware/Software


• Computer Imaging

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.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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