Sr. IT Client Services Specialist

Company

Federal Reserve Bank of Atlanta

As an employee of the Atlanta Fed, you will help support our mission of promoting the stability and efficiency of the U.S.

economy and financial system.

Your work will affect the economy of the Southeast, the United States, and the world.

The work we do here is important, and how we do it is just as important as what we do.

We live our values of integrity, excellence, and respect every day.

We do the right thing, we do things right, and we treat people right.

A career at the Federal Reserve Bank of Atlanta gives you the chance to do work that touches lives and helps communities prosper.

Position Summary: 

Under minimal supervision, responsible for serving as a senior 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.

Providing complex solutions and services, customer focus, a consultative perspective on the best client products for end-user and troubleshooting client technology systems.

Support and Lead end-user initiatives including launching new products and services, self-servicing solutions, and end user training.

Provides support for the Executive Leadership Committee.

We are a hybrid work environment.


* 3 days onsite, 2 days remote (after 2 months in the role)

Key Responsibilities: 


* Maintains all aspects of the end user technology device and software life cycle (prepare, configure, deploy, maintain, and replace).


* Provides maintenance and support for complex 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.


* Supports the implementation of National IT and local projects


* Acts as a Liaison between National IT and Local IT, representing the organization in the Client Technicians Group. 


* 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. 


* Provides analysis of moderate to complex reports as needed.


* Analyzes and/or maintains department ticketing system


* Creates, Edits, and Utilizes knowledge articles in the System IT Knowledge Management tool. 


* Provides maintenance and support for moderate to complex client products, including software and hardware.
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