IT Client Services Expert; Miami

Company

Federal Reserve Bank of Atlanta

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. Provide second level customer support for all user departments. Support end‑user initiatives including launching new products and services, self‑servicing solutions, and end‑user training. Work is onsite daily as required.

• 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, works to ensure rapid resolution, follows up to confirm satisfaction, and offers 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.

• Education: High School Diploma or GED;
  Associate Degree or 2 years equivalent experience preferred.
• Experience: Two to Five years preferred.
• Functional Knowledge Preferences: Incident Resolution, Incident Ticketing Processes.
• Technical
  
  Skills:
  
  Hardware / Software, Wireless and Networking, PC Security.
• Certifications/Licenses: Microsoft Certifications.
• Employment Type: Full time.
• Regular / Temporary: Regular.
• Job Exempt: No.
• Job Category: Information Technology Family Group.
• Work Shift: First (United States of America).

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