FRFS Technical Solutions Analyst, Operations Customer Testing Services

About the role

A skilled IT professional to provide critical technical support for our Federal Reserve Financial Services (FRFS) Connectivity Testing and Integration (CTI) Team to deliver exceptional customer support, by providing second and third-level technical support.

Responsibilities

• Coordinate customer onboarding projects
• Facilitate network testing
• Serve as technical liaison between customers, internal teams, and vendors
• Manage technical projects from start to finish
• Maintain detailed documentation
• Identify process improvements
• Provide advanced technical support to resolve complex customer issues
• Research and resolve connectivity issues and change requests
• Escalate advanced problems according to established standards for timely resolution
• Create and maintain technical documentation, procedures, and guidelines
• Provide after-hours support for urgent issues

Requirements

• Typically requires 0-3 years of relevant experience
• Associate’s degree in information technology or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination of directly related education and/or experience
• Novice to intermediate understanding of subject
• Works under clearly defined guidelines with direct supervision
• Consults with management or more senior staff in decision-making

Preferred Qualifications

• Knowledge of systems administration, network infrastructure, and both production and test environments
• Ability to diagnose and resolve technical issues, escalate appropriately, and troubleshoot connectivity and system-level problems
• Capacity to lead customer projects, coordinate across multiple stakeholders, and manage timelines
• Skilled in serving as a technical liaison between diverse groups including customers, vendors, and internal teams while providing consultative support
• Create and maintain comprehensive technical documentation, processes, procedures, and accurate customer databases
• Flexibility to provide on-call support, handle urgent issues outside business hours, and maintain a customer-centric approach while identifying continuous improvement opportunities