Senior Systems Technician
Job Description Summary
As an employee of the Boston Fed, you will work to promote sound growth and financial stability in New England and the nation. You will contribute to communities, the region, and the nation by conducting economic research, participating in monetary policy-making, supervising certain financial institutions, providing financial services and payments, playing a leadership role in the payments industry, and supporting economic well-being in communities through a variety of efforts. The Boston Fed is one of 12 Reserve Banks and we serve all or parts of Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont. Our mission is accomplished through our Bank's values: diversity, equity and inclusion, innovation, integrity, and leadership.
A requirement of this position is that the employee must be fully vaccinated against COVID-19 or qualify for an accommodation from the Bank’s vaccination policy; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the Bank
Job Description
The Systems Technician role provides complex solutions and services, customer focus, a consultive perspective on the best client products for end user and troubleshooting client technology systems. Support and Lead end user initiatives including launching new products and services, self-servicing solutions, and end user training. Provide consulting to business stakeholders and technology partners regarding hardware and software solutions and problem resolution. Participate in the evaluation, testing and implementation of business process improvement solutions.
Principal Duties and Responsibilities
- Maintains all aspects of the end user technology device and software life cycle (prepare, configure, deploy, maintain, and replace)
- Provides maintenance and support for limited complexity client products, including software and hardware
- Adheres to compliance requirements of enterprise security and software licensing guidelines while performing duties
- Ensures highest levels of customer satisfaction through ownership and resolution of end user technology requests and issues.
- Communicates with customers at initial contact, working to ensure rapid resolution, follow-up with the customer to confirm satisfaction with the resolution and offering training.
- Meets or exceeds established Service Level Agreements and completes all duties in accordance with enterprise incident management procedures
- Demonstrates commitment to innovation and continuous development and learning to keep up to date on new technologies, techniques, and methodologies.
- Creates, Edits, and Utilizes knowledge articles in the System IT Knowledge Management tool.
- Provides maintenance and support for moderately complex client products, including software and hardware
- Evaluates various technology solutions and products, e.g. hardware, software, or automation and makes recommendations for testing and implementation.
- Manages small to medium projects including planning, scheduling, and delivery
- Monitors client product performance and evaluates potential improvement in collaboration product subject matter experts.
- Train junior level technical staff.
- Plans, conducts, supervises, and evaluates the assignments of others.
- Oversees large and complex projects including team assignments, planning, scheduling, and delivery.
- Lead or supports the implementation of national IT and local projects
- Performs other duties as assigned.
Position Requirements
- Works under minimal supervision and at a senior level.
- Engages Team Lead and/or management for assistance or guidance when working through complex customer inquiries or projects.
- Senior understanding of FRS, infrastructure, and related policies.
- Strong understanding a client's business needs
- Strong knowledge of the enterprise incident management procedures.
- When on-call, required to be available for problem resolution on a 24 x 7 basis by carrying a Bank laptop and/or Bank mobile device.
- Ability to lift up to 25 pounds of equipment independently and up to 50 pounds of equipment with assistance from another coworker as needed.
- Employees may have to travel by car/air.
Education/Experience/Skills
- Bachelor's degree related to information technology, business, management, or similar field or equivalent combination of education and a minimum of 5 years job-related experience.
- Senior customer service, interpersonal, and verbal and written communication skills.
- Advanced Analytical skills
- Senior level of initiative, flexibility, and adaptability.
- Senior level knowledge and experience with current and legacy Microsoft Windows, mobile-based hardware, and various software systems.
- Knowledge or certification in ITIL best practices and Knowledge Centered Services beneficial.
The Federal Reserve Bank of Boston is committed to a diverse and inclusive workplace and to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.