About the Role:
We are looking for an IT Support Analyst III to provide end-user support for complex incidents and service requests related to desktop infrastructure used by on-site workforce. You will report to an Operations IT Manager who co-manages the End-user Support team consisting of 8 team members in Dallas, and 5 team members in other areas of the U.S.. We are a collaborative, dynamic team of accomplished technicians with a thoughtful focus on providing excellent customer service while encouraging a culture of innovation. You will be based in Dallas, TX.
Troubleshoot and resolve complex incidents and service requests; escalate more complex technical service and hardware/software issues within performance standards
Configure and install IT users` desktop software and hardware, and LAN printers
Resolves incident and request tickets within the required Service Level Agreement (SLA)
Support and configure mobile devices; document service provided and share troubleshooting tips and knowledge solutions with peer technicians
Solve individual client connectivity problems; perform relocation services for desktop equipment, including coordinating the disposal process and re-deployment of units
Perform inventory tasks to ensure asset related information is captured for inventory reporting purposes and patch management processes
Participate in technical pilot and production roll-outs, documents results and provides input to procedural and support processes being established
Associate`s degree in Computer Information Technology or equivalent experience
Five years’ experience with desktop hardware, software installation, remote and mobile device support
Understand troubleshooting techniques, configurations, mobile device software and installation/remote access tools with the ability to resolve technical issues while providing superb customer service
CompTia A+ certification required, or similar preferred; SCCM and/or BigFix experience a plus
Equivalent education and/or experience may be substituted for any of the above requirements
Why the Dallas Fed?
We are dedicated to serving the public by promoting a strong financial system and a healthy economy for all. These efforts take a team of dedicated individuals doing many different jobs. Together we’re creating a workplace where talented people can thrive, and we welcome your unique background and perspective to help present the best possible
solutions for our partners.
Our total rewards program offers benefits that are the best fit for you at every stage of your career:
Comprehensive healthcare options (Medical, Dental, and Vision)
401K match, and a fully funded pension plan
Paid vacation, holidays, and volunteer hours; flexible work environment
Generously subsidized public transportation and free parking
Annual tuition reimbursement
Professional development programs, training and conferences
Position may be filled at multiple levels depending upon the experience and qualifications of the applicant. Employment is contingent upon you passing a financial credit check. 11th District employees that meet minimum job qualifications and have been impacted by a reduction in force will receive first consideration after applying.
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, and U.S. permanent residents who either are not yet eligible to apply for naturalization or who have applied for naturalization within the requisite timeframe. Candidates who are not U.S. citizens or U.S. permanent residents may be eligible for the information access required for this position and sponsorship for a work visa, and subsequently for permanent residence, if they sign a declaration of intent to become a U.S. citizen and meet other eligibility requirements.
In addition, all candidates must undergo an enhanced background check and comply with all applicable information handling rules, and all non-U.S. citizens must sign a declaration of intent to become a U.S. citizen and pursue a path to citizenship.
The Federal Reserve Bank of Dallas is proud to be an Equal Opportunity Employer that believes in the diversity of our people, ideas and experiences, and we are committed to building an inclusive culture that represents the communities we serve.
If you need assistance or an accommodation due to a disability, please notify your Talent Acquisition Consultant.