2nd Level Support/Automation Support - End User Services - Technology Group
New York City, NY

Job Description

At the Federal Reserve Bank of New York, the work we do is consequential and challenging. Our environment encourages growth and diversity. Our employees flourish in a team-oriented atmosphere and are dedicated to the important mission of the New York Fed.

What we do:

Technology Group's End User Services division is a customer-centric second level technical support department. The team is responsible for the delivery of customer facing technology services to all NY businesses, by both NY and National IT service providers. The environment is dynamic and demanding. It requires an exceptional degree of dedication to achieve customer satisfaction by expeditiously and accurately resolving technical and analytical issues. The support responsibility includes both responses driven incident resolution as well as project work. The support effort from the team directly impacts the ability of the Bank's business areas to successfully conduct daily operations.

Your role as 2nd Level Support:

* Develop and maintain workflow automation offerings
* Provide 2nd level desktop support
* Work closely with National IT partners to resolve common issues
* Need to be proficient in core Microsoft products, including, but not limited to all Windows OS and Office productivity packages
* Need to be a self-starter, eager to get involved in the troubleshooting process
* Need to have a solid, practical knowledge of system and applications logs, as well as performance monitoring tools
* Need to be proficient in the use of Remote Control utilities, such as Bomgar
* Need to have a solid, practical knowledge of building a computer's software base, from installing the operating system to configuring complex software installs
* Need to have a solid, practical knowledge of computer hardware
* Need to be familiar with problem/issue ticketing systems
* Provide support to mobile computing environment

What we are looking for:

* Solid operational knowledge and experience in Workflow Automation technologies
* Full lifecycle experience - plan, develop, test, release and maintain
* Operational experience in ServiceNow, SharePoint and/or other workflow products
* Solid operational knowledge and experience in JavaScript, SQL, Nintex, HTML AJAX, SOAP, JQuery, database connectivity, etc.


* At least three to five years' experience in a Desktop Support role for a large company, performing desktop/network troubleshooting, diagnostics, research, and evaluation
* Ability to communicate at all levels
* High comfort level supporting complex systems, both hardware and software, with proper documentation of solutions
* Solid operational knowledge and experience with mobile computing technology
* Configuration and Support experience with:
* MS Windows 7/8/10 environment
* MS Office 2010/2013/2016/O365 applications
* Browsers (IE, Firefox and Chrome) and usage of certificates
* Remote access troubleshooting; USB token authentication, Virtual Private Network solution (VPN), routers and wireless internet access
* Client/server and open systems networking concepts
* TCP/IP protocols


* Excellent communication skills, analytical ability, judgment, and the ability to work effectively with client and IT management and technical staffs, consultants
* Customer Service
* Automation development/support experience
* Windows 7/8/10
* MS Office Suite 2010/2013/2016/O365
* Mobile device support

This position requires access to confidential information, which is limited to "Protected Individuals" as defined in the U.S. federal immigration law. Protected Individuals include, but are not limited to, U.S. citizens, U.S. nationals, U.S. permanent residents who are not yet eligible to apply for naturalization and U.S. permanent residents who have applied for naturalization within six months of being eligible to do so.

The Federal Reserve Bank of New York is committed to a diverse workforce and to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.

Why the Fed:

Working at the Federal Reserve Bank of New York positions you at the center of the financial world with a unique perspective on national and international markets and economies. You'll work in an environment with a diverse group of talented professionals to foster and support the safety, soundness, and vitality of our economic and financial systems. It's a challenge that demands the skills of a financial services professional and the intellectual curiosity of an academic-all combined with a passion for public service.

The Federal Reserve Bank of New York is committed to a work environment that respects and fully values the strengths and differences of its people. Working at the New York Fed provides talented professionals the chance to grow their skills at an institution that has served a critical role in the financial system of the United States and the world for over a century. An important component of the Bank's diversity effort is our partnership with several professional non-profit organizations, including INROADS, JumpStart Advisory Group, NBDC Emerging Leaders, Seizing Every Opportunity, National Black MBA, Out for Undergrad, Prospanica and Reaching Out MBA. Click here to learn more.