Tech Solutions Admin

Important Information

• Open to US Citizens, Green Card holders or Permanent Residents with at least 3 years of residency.

• No F-1 or H-1B sponsorship is available. Candidates must have valid work authorization, without an end date.

• This is a hybrid role and requires working on-site, in Kansas City, MO, a minimum of 60% monthly.

As an embedded IT group, the Center for the Advancement of Data and Research in Economics (CADRE) supports data or computationally intensive research and analytics for staff in the Federal Reserve Bank of Kansas City and across the Federal Reserve System. Our technology services include endpoint support, multiple high performance computing environments, and research data warehousing services.

Do you have a passion for technology and enjoy working in a customer-facing role? Can you troubleshoot and repair technical issues and explain complex technical information and processes to non-technical individuals? Do you have a familiarity of Linux and a desire to learn more? The Federal Reserve Bank of Kansas City is looking for an energetic individual to join our team and provide technical support to customers locally and across the Federal Reserve System.

As part of the Front-Line Support team, you will field questions from users related to MacOS, Windows, Linux GUI and command line, high performance computing, and our data warehouse. This position provides opportunities for you to apply your advanced technical and customer support skills.

Key Activities

• Provides technical assistance and troubleshoots for Tier I and Tier II technical issues of varying complexity related to computer systems, software, and hardware via phone, electronically, or in person.

• Collaborates with IT staff to research, document, repair, and deliver solutions to customers.

• Supports Mac, Windows, and Linux operating systems.

• Manages service requests and customer deployment processes to include imaging PCs and installing and updating software and hardware.

• Manages accounts and access through Active Directory and LDAP.

• Provides high quality, professional, and timely customer service to users locally and throughout the Federal Reserve System.

• Escalates complex inquires to specialized staff and collaborates, as appropriate.

• Creates and updates technical documentation in knowledgebase for both internal and external use.

• Creates and updates issues in a ticketing system.

Qualifications

• Associate's degree from a two-year college or technical school or equivalent combination of education and/or work-related experience.

• At least 3 years of experience in a technical support role preferred.

• Basic understanding of network principles and troubleshooting required.

• Experience with multiple operating systems including Mac, Windows, and Linux desired with command line knowledge preferred.

• Experience managing accounts in Active Directory.

• Good working knowledge of multiple hardware/software platforms and applications.

• Desire to innovate, learn new technologies, and improve processes.

• Strong multi-tasking, customer service, and communication skills, including the ability to explain technical concepts to end-users.

• Strong organizational skills and ability to prioritize work and meet deadlines.

• Able to perform work independently and/or in a team environment.

• May require occasional weekend or evening hours.

Additional Information

How We Work:

• Hybrid - Kansas City, MO

• Remote Eligible - No

Salary:

• $62,500 - $80,900 / Associate Level

• $76,800 - $99,300 / Experienced Level

• Final offers are determined by factors including the candidate's qualifications, internal alignment considerations, district assignment, and geographic location.

Screening: Certain eligibility criteria may apply.

Sponsorship: The Federal Reserve Bank of Kansas City will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without an end date and without the need for visa sponsorship now or in the future.

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The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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