Sr IT Client Services Specialist

Federal Reserve Bank Atlanta , GA 30301

Posted 2 months ago

Position Summary:

Under limited supervision, responsible for serving as senior technician over IT Client Services (ITCS) hardware and software between all user departments. Key responsibilities include; distributing and scheduling daily assignments in the department; providing second level customer support for all user departments; leads/assists in project development and testing phases; works with hardware/software vendors; responding to patching requests in a timely manner; communicates information and ideas clearly and with sensitivity to diversity of audiences; develops and contributes to technical documentation and communication; provides all technical support for Contingency Center workstations and printers; serves as secondary support for Bank Management Committee; provides leadership for ITCS Staff while remaining informed of leading edge technology and industry best practices.

Key Responsibilities:

  • Distributing and scheduling daily assignments in the department. Maintains a Remedy ticket system where all incoming tickets from the National Service Desk are assigned out to ITCS staff technicians. New request tickets are created and assigned out.

  • Provides second level customer support after National Service Desk (NSD) for basic to complex technical problem support and resolution; troubleshoots and resolves end-user problems, ensures correct operation of personal computers, identifies and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives. Evaluates existing problem tickets for severity and priority. Assists team members, as necessary, lending expertise and experience. Provides technical assistance to work home users. Maintains inventory of computer parts and log of all repairs/service performed.

  • Leads/Assists in project development and testing phases. Sets up test sites and propose solutions to problems in the solving of problems relating to a project's test phase.

  • Works with Hardware and Software vendors to resolve product issues and research products. Keeps all databases and Remedy tickets updated. Writes procedure documents for support staff.

  • Responding to patching requests in a timely manner. Ensures that all patching requests are logged into Remedy tickets and responded to appropriately by the use of BigFix or other means to remediate the incident.

  • Develops and contributes to technical documentation and communication. Creates, edits, and publishes technical documentation. Implementation and configuration guides for a variety of audiences. Communicates information and ideas clearly and with sensitivity to diversity of audiences.

  • Provides all technical support for Contingency Center workstations and printers.

  • Serves as secondary support for Bank Management Committee. Serves as secondary contact for all Management Committee members and is responsible for both incident and request resolutions while primary contacts are unavailable.

  • Provides technical leadership for PCS Staff while remaining informed of leading edge technology and industry best practices. Motivates ITCS Staff by example and superior knowledge to accomplish the goals of the Bank.

Education:

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

Experience:

  • Five to Eight years preferred

Knowledge Area/Technical Skills/Certifications and Licenses:

  • Networking and Wireless

  • PC Security

  • Hardware / Software

  • ITIL

  • Microsoft Certifications

Individual Competencies:

  • Demonstrates Self-Awareness

  • Problem Solving

  • Action-Oriented

  • Collaborates

  • Communicates Effectively

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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Sr IT Client Services Specialist

Federal Reserve Bank