FRFS Technical Solutions Analyst, Operations Customer Testing Services
About The Position
A skilled IT professional to provide critical technical support for our Federal Reserve Financial Services (FRFS) Connectivity Testing and Integration (CTI) Team to deliver exceptional customer support, by providing second and third-level technical support. Your responsibilities include coordinating customer onboarding projects, facilitating network testing, and serving as a technical liaison between customers, internal teams, and vendors. You'll manage technical projects from start to finish, maintain detailed documentation, and identify process improvements. This position requires excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.
Requirements
- Typically requires 0-3 years of relevant experience.
- Associate’s degree in information technology or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination of directly related education and/or experience.
- Novice to intermediate understanding of subject.
- Works under clearly defined guidelines with direct supervision.
- Consults with management or more senior staff in decision-making.
- United States citizenship or lawful permanent resident alien status, with at least three (3) or more years of United States residency from the date of legal entry to the United States is required for this position.
- Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Nice To Haves
- Knowledge of systems administration, network infrastructure, and both production and test environments.
- Ability to diagnose and resolve technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems.
- Capacity to lead customer projects, coordinate across multiple stakeholders, and manage timelines.
- Skilled in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support.
- Creating and maintaining comprehensive technical documentation, processes, procedures, and accurate customer databases.
- Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities.
Responsibilities
- Install, maintain, monitor, and troubleshooting systems and applications while providing advanced technical support to resolve complex customer issues.
- Serve as technical liaison between customers, vendors, and internal teams while managing onboarding projects, equipment changes, and infrastructure implementations.
- Research and resolve connectivity issues and change requests, escalating advanced problems according to established standards for timely resolution.
- Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability.
- Create and maintain technical documentation, procedures, and guidelines while identifying opportunities to improve processes and infrastructure.
- Provide after-hours support for urgent issues.
Benefits
- Total Rewards & Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
