Client Support Technician

 Job Description: Provides advanced end-user support for complex incidents related to desktop infrastructure utilized by on-site and mobile workforces. Coordinates workflow of high priority and large scope initiatives. Applies project management knowledge to coordinate technical pilot projects and implementations.

Primary Responsibilities
Provides advanced technical support and guidance for troubleshooting incidents.
Coordinates with vendors and System National IT Operations to resolve Tier 3 issues.
Coordinates and documents all patch management responsibilities.
Coordinates and manages technical pilot and production projects including scheduling, resource identification, and making recommendations based on testing results.
Documents solutions to complex technical problems. Recommends procedures, controls and business continuity plans to mitigate risks and prevent recurring issues. Utilizes call tracking database to perform trend analysis to support operational enhancements.
Develops and documents complex SMS scripts to be utilized for automated software distribution and database queries.
Minimum Qualifications: • Demonstration of understanding of troubleshooting techniques and tools. Ability to proactively recognize and resolve unique technical issues.
• Extensive use and understanding of automated software distribution and remote access tools. SMS experience preferred.
• Proven experience with planning, directing, and documenting significant technical initiatives.
• Proven experience with hand-held portable device software support. Experience includes configuring, installing, and troubleshooting.

Education and Experience
• At least five year's previous experience with desktop hardware, software installation, and remote local support. Experience includes service level compliance, performance measurement, and trend analysis.
• Microsoft Certified System Engineer (MCSE) is required.
• Bachelor's degree in Computer Science or Management Information System is preferred. Education and/or experience may be substituted.

Critical Skills
Ability to implement and maintain an environment where team members understand and are committed to providing exceptional, value-added service to internal and external customers.
Knowledge of and experience with installing, configuring and supporting the software, connectivity, computing and database services and interfaces available to a single-user workstation.
Knowledge of and experience with configuring, installing and supporting operating system and connectivity software for hand-held, portable devices.
Knowledge of and experience with planning and executing a software platform change with minimal disruption of service to the client.
Knowledge of and experience with tools and mechanisms for distributing new or enhanced software across the organization?s software infrastructure.
Knowledge of and experience with configuring, installing, and supporting the hardware and connectivity components of a single user workstation.
Knowledge of and experience with processes and practices for executing a hardware platform change with minimal disruption in service to the client.
Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.

Skills to be Demonstrated in the Position
Knowledge of approaches, tools, and techniques for quickly grasping new concepts, to acquire new ways of seeing things, and to revise existing processes, ways of thinking and patterns of behavior.
Knowledge of approaches, tools and techniques for promoting creative, original thinking and applying it to existing and emerging situations.
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure.
Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.
Ability to gather, clarify and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
Ability to impact decisions within and outside own organization.
Ability to work effectively as part of a team.
Inspiring people to apply intelligence, energy, and creativity in achieving personal and organizational excellence.
Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.

Work Hours and Conditions
• Shift work and travel as required by project schedules or management.
• On-call for desktop infrastructure support.
• 8:00 a.m. to 5:00 p.m., Monday through Friday.

Note
The salary for this job is market priced and will be based on the qualifications of the candidate selected for the position.

Citizenship Requirements
By federal law, this position requires that candidates fall within one of the following citizenship categories: (1) U.S. Citizen, (2) U.S. National, or (3) U.S. lawful permanent resident alien ("green card" holder) who is eligible for and seeking U.S. citizenship within the requisite time frames.

EOE  Apply at:  www.dallasfed.org