IT Client Services Expert (Jacksonville, FL)

Federal Reserve Bank of Philadelphia•Jacksonville, FL

5d•Onsite

About The Position

Under moderate supervision, responsible for serving as an analyst/technician in IT Client Services (ITCS), providing enduser support for all aspects of hardware and software. Key responsibilities include providing second level customer support for all user departments. Support for end-user user initiatives including launching new products and services, self-servicing 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

Requirements

High School Diploma or GED
Two to Five years preferred
Incident Resolution
Incident Ticketing Processes
Hardware / Software
Wireless and Networking
PC Security

Nice To Haves

Associate Degree or 2 years equivalent experience preferred
Microsoft Certifications

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 limited complexity 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
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.
Creates, Edits, and Utilizes knowledge articles in the System IT Knowledge Management tool.
Provides maintenance and support for moderately complex client products, including software and hardware.
Evaluates various technology solutions and products, e.g., hardware, software, or automation and makes recommendations for testing and implementation.
Manages small to medium projects including planning, scheduling, and delivery
Perform other duties as assigned.