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 solution
Complexity
- 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.
5 days ago