Vacancy expired!
Company Federal Reserve Bank of Cleveland
Effective November 1, 2021, the Federal Reserve Bank of Cleveland will require that all employees be fully vaccinated against the COVID-19 virus as a condition of employment. The Bank decided to adopt this requirement after careful review of public health information, workforce data, employee feedback, and the Federal Reserve System's pandemic recovery plans. The Bank believes that this course of action is important in providing a safe work environment so that we can continue to carry out our responsibilities on behalf of the public. End User Support Associate or Analyst The Federal Reserve Bank of Cleveland is seeking an end user support associate or analyst, who provides moderately complex desktop and/or mobile services, includes troubleshooting technology issues, providing hardware setup/builds, and deployment of software. May lead end user support initiatives including training, mentoring, and/or coaching less experienced staff. Provide guidance to business stakeholders and technology partners regarding hardware and software solutions including problem resolution. Participate in the evaluation, testing and implementation of moderately complex business process improvement solutions.- Essential Accountabilities
- Resolves moderately complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity.
- Administers the deployment/implementation of moderately complex hardware, software, and ancillary automation equipment. Administers moderately complex automated service offerings by providing maintenance, upgrades, and troubleshooting to ensure hardware, software, and application availability. Resolves moderately complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity.
- Collaborates with information security partners and coordinate risk management of automation devices and deployment of security efforts to mitigate risk. Understands the business operations of the Bank and System and act as a liaison with key stakeholders along with Information Security and System IT partners to ensure complex end user services meet all strategic business needs as well as security, quality, budget, and time requirements.
- Demonstrates commitment to innovation and continuous development and learning to keep abreast of new technologies, techniques, and methodologies.
- Leads or participates in department, Bank, or System process improvement projects by performing moderately complex research, introducing new technologies and enhancing existing automation solution, and upgrading existing business processes to increase productivity, enhance quality, and allow business continuity. Participates in district and System IT groups.
- Provides research, consultation, and recommendations, and oversight responsibility for launching new products and services, end user delivery processes, service management, project management, new automation opportunities, self-servicing solutions, service delivery innovations, and service level measurements. Functions as a researcher and lead in the testing and implementation of automation systems.
- Becomes domain expert in the business operations of a Department, the Bank and System and acts as a liaison with key stakeholders along with Information Security and System IT partners to ensure complex end user services meet all strategic business needs as well as security, quality, budget, and time requirements.
- Ensures ITS and the Bank's compliance requirements are met including SAFR and information security access management.
- Participates in Bank and System strategic initiatives.
- Education and Experience
- For Associate Level:
- Bachelor's degree with 0-3 years of experience required or an Associate's Degree with 3+ years of related work experience.
- For Analyst Level:
- Bachelor's degree and 3+ years of related work experience or Associate's Degree with 5+ years of related work experience.
- For Associate Level:
- Knowledge Areas
- Strong customer service, communication, and analytical skills
- Knowledge of regulations, procedures and practices of a specific discipline, such as project management, continuous improvement, or ITIL
- Ability to perform independent research and thrive in a fast-paced environment
- Ability to recognize and solve IT problems, prioritize, and/or escalate
- Knowledge and experience with current Microsoft Windows and O365
- Skills Area
- Analytical skills
- Intermediate skill in operating and supporting endpoint devices
- Strong customer service and written and interpersonal communications skills
- Requires communicating well with people at different levels, frequently sharing information with others while listening to and understanding their points of view
- Intermediate skills a plus
- SCCM, Microsoft AD, mobile based hardware/software/AirWatch, Apple Macintosh, scripting/automation
- Other Requirements
- Required to be available as needed for problem resolution by carrying a laptop, cellular phone
- Occasional evening and weekend work