Executive Lead IT Support Specialist

Company

Federal Reserve Bank of San Francisco

We are the San Francisco Fed, public servants with a congressionally mandated mission to promote a sound and stable economy to support the lives of all Americans. We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.

Provides 1st and 2nd level on-site technical support for executives and the Office of the President team’s computing environment and platforms such as personal computers, peripherals, mobile devices and network infrastructure. In addition, provides application support both in housed developed or Common-Off-the-Shelf (COTS) products.

The Executive Support team delivers consistent, high quality, customer focused support to senior executives and their assistants. The program is designed to meet specialized IT requirements through dedicated staff acting as your single point-of-contact in coordinating all aspects of your IT service delivery. IT support services are provided for local district offices, home offices, and remotely when traveling.

Our goal is to anticipate and address IT needs thoroughly and accurately while maintaining exceptional customer service.

Responsibilities:

• Ability to create presentations and to present on various technologies to educate customers
• Diagnoses problems by evaluating multiple options
• Follows up on complex customer issue and bring to full closure
• Ability to work with customer under stressful situations
• Coordinates internal/external supporting resources and ensures incident details are confirmed and communicated
• Identifies and makes recommendations to improve performance and customer satisfaction metrics
• Monitors and analyzes trends to identify recurring problems, or problems affecting a large number of customers
• Evaluates current documentation for improvement opportunities to assist other ITS support organizations in delivering appropriate end-user support
• Manages small to medium projects such as equipment refresh, software upgrades or security remediation
• Participates in business continuity test and ensure procedures are updated
• Participate in system workgroups to continue improving Incident and Problem Management processes and procedures
• Creates and updates documented resolution, technical documentation, or procedures to a knowledge base
• Build, configure and deploy new workstations per defined standards and coordinates with customer on requirements

Have intermediate to advanced experience with:

• Microsoft SCCM
• Microsoft Active Directory
• Microsoft Office 365 applications
• ServiceNow ticketing system
• Advanced knowledge and experience is desirable with:
• Microsoft Office 365 applications; specifically: Word, Excel, PowerPoint, Teams, Visio, Project
• Other collaboration applications/tools

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Qualifications:

• Associate’s Degree or technical institute degree/certification in Computer Science, Information Systems, or other related field or equivalent work experience. Bachelor’s Degree preferred.
• Typically requires 8 or more years of relevant technical or business work experience
• Experience in customer facing positions and regular exposure to executive level employees support
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
• Demonstrated intermediate to advance working knowledge of the computing environments, platforms (hardware and software products), problem solving and diagnostic skills
• Provide support for all end-user devices including desktop computers, laptops, and mobile/wireless devices in a networked environment
• Ensure end-user technology is able to be used to its fullest extent
• Execute processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations
• Conduct root cause analysis to identify systemic issues and to prevent future incidents
• Coordinate with customers to plan operational and project work
• Coordinate and collaborate with team members and customers to understand, propose, and continuously implement service improvements
• Coordinate project implementations such as upgrades and equipment installations
• Responsible for maintaining and sharing knowledge of policies and procedures for hardware, softwar