Desktop Support Specialist
4 weeks ago
Job Description:
The Application and Computer Services section (ACS) of the Division of Management seeks an
intermediate-level experienced support specialist to join our user and desktop support team. The candidate will support the Endpoint Computing &
Administrative Services team (ECAS).
The candidate must 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 will have
professional experience in using Active Directory; executing PowerShell scripts; use of SCCM
to manage workstations and laptops; and design and support non-standard Windows 10
configurations as needed. A successful candidate will interface with internal customers of
varying technical ability and other technical support teams within the Federal Reserve Board to
resolve a wide range of technical issues. The candidate must demonstrate ability to follow
standard operating procedures and processes and assist the team in automating processes where
possible. The candidate must have experience managing support efforts using a ticketing system
such as ServiceNow or Remedy. The candidate may be called upon to provide occasional
support over nights and weekends.
REQUIREMENTS:
The candidate shall possess the knowledge and skills set forth in the Technical Services BOA,
Section 3.10.1.2 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 Information Technology Help Desk support.
• 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.
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