Responsibilities:• Provides 2nd level on-site technical support for foundational issue on hardware, software and service request• Assesses, appropriately triages, and escalates tickets when appropriate to Senior Staff• Obtains and evaluates all relevant information to handle product and service inquiries• Processes requests and incidents escalated from the level 1 support• Updates incident tickets through resolution and enters new incident tickets for walk-in/drive by request into the tracking system• Assists customer with recovery issues• Follows up on customer interactions with customer and internal IT staff• Responds to and establishes communications and confirmations with incident reporting parties• Takes steps to meet or exceed service level agreement (SLA) targets• Provides courteous, efficient, and friendly service to all customers at all times• Monitors and manages incoming service / incident requests and assigns appropriately• Coordinates workstation build / deployment including interaction with customer for scheduling, obtaining required forms, confirming equipment & technical resource availability• Develop basic to intermediate 'how to' documentation for customer use• Review & update existing technical procedures to present to technical team for feedback, creates new technical document as needed• Provide basic technical training on hardware and software to customers• Partners and coordinates with IT Training Department to refresh training room equipment• Provides 2nd & 3rd level on-site technical support for software and hardware environment and platforms for incidents and service requests as well as remote 2nd and 3rd level support to remote locations.• Provides 2nd and 3rd level support for in-house developed applications or Common Off the Shelf (COTS) products.• Provides SME consultation to business lines in planning their upcoming equipment refresh to determine budget for the following year• Drives to successful resolution• Collaborate with other support groups such as National IT and local ITS in identifying resolutions for incidents and/or maintenance activities, as needed• Work with local and National Information Security teams to ensure security vulnerabilities are addressed and solution implemented• Follows up on moderate customer interactions and brings customer issues to full closure, including root cause analysis• Research and evaluates all relevant information to provide a solution that meets customer requirements for product and service inquiries.• Responsible for determining and documenting resolutions into tracking system to identify trends• Build, configure and deploy new workstations per defined standards and coordinates with customer on requirements• Collaborates with the 1st level help desk to remediate escalated tickets and share best practices for agents to leverage for future customer interaction to resolve on first contact.• Negotiates with customers on response time and problem solving resolution, including analyzing root cause to prevent the issues from surfacing• Install, test and verify standard software packages including but not limited to Operating systems, and educate customer• Monitors desktop performance and evaluates potential improvement in collaboration with desktop engineering SME• Responds to and establishes communications and confirmations with incident reporting parties• Creates and updates documented resolution, technical documentation, or procedures to a knowledge base• Coordinates and executes technical requirements for business lines MACS (moves/add/changes) in collaboration with facilities planning• Participates in project with limited complexity• Demonstrates good judgment in identify and selecting appropriate methods and techniques to deliver the best solutionComplexity• Performs duties with minimal guidance or direction• Uses established guidelines to resolve 2nd and 3rd level escalated technology issues• Provides maintenance and support for moderately complex client products including software and hardware• Works on problems of limited to moderate scope, following standard best practices and procedures in analyzing reported issues and/or requests
Quals--Dedicated IT Support Specialist/Tech Support to the President's office at FRB SF**Location- SF-Mon-Fri onsite
Requirements:• Previous C-level support-executive support-VIP level support• Years of experience - 2+ years• Associate's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience• Typically requires 3 to 5 years of relevant technical or business work experience• Demonstrated working knowledge of basic to intermediate hardware, software products, problem solving and diagnostic skills.
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