IT Client Services Expert; Miami

Under moderate supervision, responsible for serving as an 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. Support for end‑user initiatives including launching new products and services, self‑servicing solutions, and end‑user training.

The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are required to be onsite daily for this position based on the schedule set by your management.

• Maintains all aspects of the end user technology device and software life cycle (prepare, configure, deploy, maintain, and replace).
• Provides maintenance and support for limited complexity 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.
• A/V support – videoconferencing support (Teams / Webex / Zoom, Cisco, proprietary hardware).
• Networking – cabling, switches, ports installation and troubleshooting.
• Supports the implementation of National IT and local projects.
• 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.
• Creates, edits, and utilizes knowledge articles in the System IT Knowledge Management tool.
• Provides maintenance and support for moderately 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 medium projects including planning, scheduling, and delivery.
• Performs other duties as assigned.

High School Diploma or GED;
Associate Degree or 2 years equivalent experience preferred.

Two to Five years preferred.

• Incident Resolution

• Hardware / Software
• Wireless and Networking
• PC Security

• Microsoft Certifications

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Job Category

Information Technology Family Group

Work Shift

First (United States of America)

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.