Client Tech Analyst
Federal Reserve Bank of Richmond - Richmond, VA

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The Information Technology department has an immediate opening for a Client Tech Analyst on the Client Services team. This critical role provides advanced technical support to Fifth District/FRIT for personal computers and standard/ nonstandard applications as it relates to desktop computing with strong emphasis on customer service. Additionally, this role will be focused on ensuring workstation security and policy compliance while reporting status and trends to IT Management on an ongoing basis. This role also provides Tier 3 support to IT technical staff and is involved in the setup, installation and rollout of new software packages, upgrades and new desktop hardware.

***The deadline for applying on line is 5:00PM on Friday, October 26, 2012
***Hiring range is $54,838 - $68,548 annually
***Selected candidate subject to special background check procedures
***Candidates should review the FRB Employee Code of Conduct to ensure compliance with issues related to previous employment and prohibited financial interest. The Code is available on the About Us Careers webpage at www.richmondfed.org
***Apply on line at www.richmondfed.org

Additional Responsibilities

Provides Tier 3 and advanced technical support to end users and other IT support staff teams
Reviews and approves non-COE hardware and software for compatibility with FRB environment
Review, install and support nonstandard Bank software for special needs departments
Works closely with the DSC to ensure DSI COE compliance regarding DSC package deliveries
Mentors Level 1 and Level 2 End User Support Staff
Partners with IT Risk Management on compliance with security patches
Responsible for administration and report generation from the problem management system(s)
Liaison with the DSC for the Early Adopter Participants (EAP) program
Responsible for Quality Assurance/Control of the release management function
Creates, tests and distributes automated/scripted software installation packages
Coordinates District and System level projects for new technologies (pilot and/or production)

Education/Technical Competencies/Requirements

Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration or 5 years of related field or equivalent work experience
ITIL Foundation Certification strongly preferred
In-depth knowledge of personal computers and Windows Operating Systems
Requires strong, working knowledge of computer software/hardware and of computer networking (LAN/WAN) concepts to diagnose and resolve problems/issues associated with these technologies
Understanding of TCP/IP and internet concepts and technologies
Organizational, problem-solving and analytical skills to advise clients on computer capabilities
Exceptional interpersonal, oral and written communication skills are required for interaction with all levels of customers in the Bank / FRIT and in order to prepare reports, review and interpret and prepare technical documentation
Must possess proven advance problem solving abilities, attention to detail and a strong desire to help others
Ability to follow vaguely defined procedures and the ability to keep detailed and accurate records
Self-starter requiring minimal supervision, capable of multitasking and managing time and multiple priorities effectively. Ability to embrace changing circumstances and handle appropriately
Knowledge of System Center Configuration Manager (SCCM) package build and distribution
Knowledge of call tracking / problem management methodology (preferably Remedy)
Working knowledge of SQL Reporting and Access or Crystal Report writers is highly desired
Extended hours may be required approximately 1 - 5 days per month to meet service deadlines as well as occasional shift changes
Will provide support at contingency site on a rotational basis and may require travel to attend training classes or participate in special efforts
Understanding of Project Management methodology
Provide after hours on call support on a rotational basis and the ability to lift and move PC equipment (40 lbs)

IT Core Competencies

Dealing With Ambiguity

Functional/Technical Skills

Planning (Tasks and Projects)

Problem Solving

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The Federal Reserve Bank of New York works within the Federal Reserve System and with other public and private sector institutions to foster...