The Information Systems section (IS) of the Division of Management seeks a intermediate-level experienced support specialist to join our user and desktop support team.
The candidate will provide onsite desktop support to a user base of approximately 600, located in the Washington, DC and at remote sites.
The candidate shall demonstrate technical knowledge and experience with setup, support, configuration, and troubleshooting for Microsoft Windows 10, Microsoft Office 365 suite of products (including Outlook, Word, Excel, Powerpoint, Teams, SharePoint), Microsoft Project/Visio, HP Desktops/Laptops/Tablets, iPhones and iOS.
A successful candidate shall have professional experience in using Active Directory; executing Powershell scripts; possible use of SCCM to manage workstations and laptops; and design and support non-standard
Windows 10 configuration as needed. A successful candidate shall be expected to interface with internal customers of varying technology acumen and interface with other technical support teams within the Federal Reserve Board.
The candidate shall demonstrate ability to follow standard operating procedures and processes through past work experience and assist the team in automating processes where possible.
The candidate shall have experience managing support efforts using a ticketing system such as Remedy, FootPrint, CA Service Desk, PHIRE, or ServiceNow.
The candidate may be called upon to provide occasional support over some nights and weekends.
The candidate shall possess the knowledge and skills set forth for Intermediate Help Desk Specialist, with the following set of specific knowledge and experience:
• At least five (5) years of experience providing helpdesk/desktop support in a Microsoft Windows Environment.
• Perform as a Tier 2 or Tier 3 Help Desk support for TS systems.
• Must be customer service oriented and self-motivated
• Demonstrated analytical and problem-solving skills.
• Strong interpersonal and communication skills who can work with people at various levels of the organization.