Sr Information Systems Specialist- Tier 1- 2nd Shift

Senior Information Systems Specialist
- Tier 1 Help Desk

This position will require weekend and/or overtime work. Position is classified as 'Essential Personnel' requiring work attendance on Board-designated holidays and days when the Board is Closed, such as for weather events. Primary place of performance is the Board's Washington DC Metro Campus New York Avenue facility. Telework is not available. Help desk training will occur during first two weeks of work on 1st shift between the hours of 7:00AM-3:30PM at our Washington DC Metro Campus New York Avenue facility.

The Board's Division of Information Technology is seeking a Help Desk/Desktop Support Analyst with strong Help Desk Support experience to serve as part of a Tier 1 organization. This contractor position will be in support of the Federal Reserve Board's Help Desk and the analyst who fills this position will be required to work a set schedule that will require Saturday, Sundays, holidays, and some overtime may be asked to ensure proper coverage across all shifts.

The successful candidate for this position is eligible to work over 40 hours a week, as required by the Shift Supervisor. The Board will only consider candidates who can work those designated hours. The candidate should demonstrate strong technical knowledge and experience with Service Now, M365 applications and have experience supporting HP Desktops/Laptops/Tablets and Microsoft Windows Desktop OS. The successful candidate will be expected to interface with internal customers and various technical support teams.

The demonstrated ability to follow standard operating procedures and processes is essential. The contractor may be tasked to perform Supervisory or Lead Analyst roles as delegated by the Help Desk Manager or Supervisor. The contractor is required to have:

• At least five years of overall IT experience, including a minimum of three years of experience providing general help desk support with previous experience opening and maintaining help desk cases via Service Now.
• At least two years' experience in desktop/laptop troubleshooting or operations support.
• Excellent written and oral communications are required as this position will interface with clients via phone and e-mail. Demonstrated ability to concisely summarize and document client issues is required.
• At least five years supporting Microsoft Windows 10 and 11 operating systems
• At least 3-5 years' experience supporting M365 applications including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Teams, and Microsoft Outlook.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Knowledge of iPhone or similar smart phone support.
• Demonstrated analytical and problem-solving skills.
• Strong interpersonal and communication skills who can work with people at various levels of the organization.
• Familiarity with maintaining documentation and communication via Microsoft SharePoint, Excel, Word, and Outlook.
• US Citizenship Required
• BS/BA in Information Systems, Computer Science, or related field HIGHLY DESIRABLE