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Federal Home Loan Bank of Boston Technical Support Specialist in Boston, Massachusetts

Technical Support Specialist

Location: Boston

Job Code: 300

of openings:

1

Description

Position Summary

The Support Specialist supports the User Support & telecom team in maintaining an effective and efficient end-user computing environment at the Bank. The incumbent will be a problem-solver to the end-user community by independently responding to calls and inquiries. Responsibilities include Bank-wide installation, upgrades and support for the general user community. The position is responsible for software and hardware investigation, evaluation, purchase, installation and support for computers and mobile applications, hardware, and operating systems. The position will also support the Telecom Admin, acting as a backup as needed. This role is engaged with various Bank Technology projects, as required.

This position is classified as sensitive and is subject to a credit check.

Specific Responsibilities

  • Provide effective and efficient incident and problem management in the ITIL framework to support the Bank’s users as needed. This takes various forms, such as answering user calls, logging work tickets, demonstrating timely incident and problem resolution, and proactively managing upgrades, builds and other team projects.

  • Responsible for Bank-wide installation and support of all Bank approved PC software and hardware, including Windows operating systems, Microsoft Office (365 Suite of products), IBM Notes databases and other office automation tools.

  • Maintain consistency in the Bank’s user-computing environment between the Bank’s main office and its business continuity site.

  • Documentation of procedures and “how-to” documents to the benefit end-users’ computing needs as well as technical documentation within the User Support team.

  • End-user training on supported software packages, operating systems, desktops, laptops and mobile devices

  • Perform basic telecom tasks as assigned to assist the Telecom Admin including but not limited to resetting telecom passwords, assisting with user moves/adds/changes, and acting as a backup for Telecom daily tasks.

  • Perform basic networking tasks as assigned to assist the networking group including, but not limited to, resetting users’ passwords, enabling locked out accounts and helping users to change and synchronize passwords.

  • Responsible for assisting with the patching of all the Banks on-network desktop and laptop computers, assisting the group in maintaining a minimum of 95 percent plus compliance each month.

  • Responsible for the updating and maintenance of the PC, laptop, and mobile device endpoint security including antivirus, malware, and encryption of data.

  • Maintain professional relationships with employees at all levels, consultants, vendors and other agencies within and outside the Bank.

  • The ability to work at our Westborough location on occasion is an aspect of this job. Maintenance and coverage at this facility is on a rotating schedule.

  • Other duties, as assigned.

Qualifications

Education

  • High School Diploma required

Experience

  • 1 - 2 years’ minimum experience with desktop and mobile software applications, Microsoft Windows Operating Systems including Apple iOS and Android mobile platforms. The ability to independently troubleshoot and run diagnostics is critical to success in this role.

  • Demonstrated experience with computer network & client configuration.

  • Current or prior experience in a customer service role is strongly preferred. The ability to effectively communicate with and help resolve customer issues or concerns is a core aspect of the job.

  • Experience in a financial services business, transaction-oriented environment helpful, but not required

Knowledge/Skills

  • The ability to lift equipment up to 30 pounds is required.

  • Knowledge of basic networking in a client/server environment.

  • Demonstrated customer focused attitude, including building rapport with the user community, smooth delivery of high levels of customer service.

  • Strong oral and written communication skills with the ability to create technical documents for both the user community and the support staff.

  • Ability to quickly diagnose user reported incidents and provide resolution based on service level agreements or other pre-defined service turnaround expectations.

  • Familiarity with ITIL based concepts including practical experience with incident management and problem management processes.

  • Familiarity with endpoint management and patching systems such as Symantec, Ivanti’s patching tool, and Windows updates and Windows image creation.

  • Strong problem determination skills including the intellectual drive to determine root cause.

  • Windows configuration, troubleshooting skills with a command of modifying and customizing the Windows operating system with regedit modifications if required.

The Federal Home Loan Bank of Boston is committed to building and sustaining a diverse workforce that reflects the communities that we serve. As an Equal Opportunity

Employer, we strongly encourage applicants from every ethnicity, color, religion, gender, age, national origin, disability, veteran or parental status and sexual orientation.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

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