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. Key responsibilities include providing second level customer support for all user departments. Support for end-user initiatives including launching new products and services self-service 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.

• Maintain all aspects of the end user technology device and software life cycle (prepare, configure, deploy, maintain, and replace).
• Provide maintenance and support for limited complexity client products including software and hardware.
• Adhere to compliance requirements of enterprise security and software licensing guidelines while performing duties.
• Ensure highest levels of customer satisfaction through ownership and resolution of end user technology requests and issues while maintaining all tickets assigned.
• Communicate with customers at initial contact working to ensure rapid resolution and follow-up with the customer to confirm satisfaction with the resolution and offering training.
• Provide A/V support (videoconferencing support with Teams/Webex/Zoom Cisco proprietary hardware).
• Perform networking cabling, switch ports installation, and troubleshooting.
• Support the implementation of National IT and local projects.
• Meet or exceed established Service Level Agreements and complete all duties in accordance with enterprise incident management procedures.
• Demonstrate commitment to innovation and continuous development and learning to keep up to date on new technologies, techniques, and methodologies.
• Create, edit and utilize knowledge articles in the System IT Knowledge Management tool.
• Evaluate various technology solutions and products (e.g., hardware, software, or automation) and make recommendations for testing and implementation.
• Manage small to medium projects including planning, scheduling, and delivery.
• Perform other duties as assigned.

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

Two to Five years preferred

• Incident Resolution
• Incident Ticketing Processes

• Hardware / Software
• Wireless and Networking
• PC Security
• Microsoft Certifications

Full Time

Information Technology Family Group

First (United States of America)

Key Skills — Hr Executive Recruitment, Internship, AIX, Fleet, Information Technology Sales

Vacancy
: 1

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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