Help Desk Specialist

Candidate must demonstrate technical knowledge and experience with setup, support, configuration, and troubleshooting for Microsoft Windows 10, Microsoft Office 365 suite of

products (including Outlook, Word, Excel, PowerPoint, Teams, SharePoint), Microsoft

Project/Visio, HP Desktops/Laptops/Tablets, iPhones, and iOS. A successful candidate will have

professional experience in using Active Directory; executing PowerShell scripts; use of SCCM

to manage workstations and laptops; and design and support non-standard Windows 10

configurations as needed. A successful candidate will interface with internal customers of

varying technical ability and other technical support teams within the Federal Reserve Board to

resolve a wide range of technical issues. The candidate must demonstrate ability to follow

standard operating procedures and processes and assist the team in automating processes where

possible. The candidate must have experience managing support efforts using a ticketing system

such as ServiceNow or Remedy. The candidate may be called upon to provide occasional

support over nights and weekends.

REQUIREMENTS:

The candidate shall possess the knowledge and skills set forth in the Technical Services BOA,

Section 3.10.1.2 for Intermediate Help Desk Specialist, with the following set of specific

knowledge and experience:

• At least five (5) years of experience providing helpdesk/desktop support in a Microsoft

Windows Environment.

• Perform as a Tier 2 or Tier 3 Information Technology Help Desk support.

• Must be customer service oriented and self-motivated.

• Demonstrated analytical and problem-solving skills.

• Strong interpersonal and communication skills who can