02 Jan
Network Analyst/ Technical Analyst
Missouri, Kansas city , 64101 Kansas city USA

Company Federal Reserve Bank of MinneapolisThe Federal Reserve Bank of Minneapolis is seeking to hire a Technical Analyst II to join our Customer Contact Center (CCC).Bring your passion and expertise, and we will provide the opportunities that will challenge you and propel your growth-along with a wide range of benefits and perks that support your health, wealth, and life. As a Technical Analyst II, you will be a part of a team where you will provide a tier-two technical and testing support for Federal Reserve customers across all electronic access platforms. Based on the experience you bring, you should be able to promptly identify, troubleshoot, and resolve intermediate to complex end-user computer software, hardware, and networking issues. This team is structured for resiliency and is focused to provide its customers with a superior networking resolution experience. An essential function of this position is working onsite; this position qualifies for a hybrid working arrangement that supports remote work, but generally requires being onsite at least three (3) days per week. Department shifts have start times that range from 6:30 a.m. to 11:00 a.m. with 8-hour shift assignments. New employees will start on the 11:00 -7:30 p.m. shift. Team members work approximately 2-3 Saturdays, and 1-2 weeks on-call support a quarter. This position requires working weeknights (e.g., until 7:30 PM CST), some Saturdays, and occasional after hours (on call) support. Department shifts have start times that range from 6:30 a.m. to 11:00 a.m. with 8-hour shift assignments.Responsibilities:

  • Provide tier-two technical support to customer service representatives in the Federal Reserve Bank's Customer Contact Center (CCC) and tier-one support for the Federal Reserve Bank's largest customers.
  • Technical support includes network connectivity and/or other issues related to browser configuration, software, firewalls, middleware installation and configuration (primarily Connect: Direct and MQ), VPN/router installation and configuration, etc.
  • Research complex customer inquiries using a variety of tools and resources.
  • Participate in and supports moderately complex System-level projects, such as implementation/upgrades of end-user hardware and software.
  • Utilize on-site lab to emulate customer environment for product troubleshooting purposes.
  • Utilize on-site lab to test new products and service offerings, including cloud-based services.
  • Provide testing support to the Federal Reserve Bank's largest customers during evenings and on Saturdays, as needed.
  • Create, update, and maintain procedures/documentation.
  • Represent the Customer Contact Center on high severity System-level outage calls.
  • Provide rotational, after hours (on-call) support, as needed.
  • Create and maintain cloud documentation for lab and product designs related to cloud-based services.
  • May develop or facilitate training classes.
Qualifications:
  • High School Diploma or GED and seven (7) years of analytical, technical support, and/or change management experience, preferably in an operations environment OR
  • Associate degree and five (5) years of analytical, technical support, and/or change management experience, preferably in an operations environment OR
  • Bachelor's degree and three (3) years of analytical, technical support, and/or change management experience, preferably in an operations environment
  • Cisco Certified Network Associate (CCNA), Cisco Certified Network Technician (CCENT).
Highly Desired:
  • Experience and or certifications in Networking certification(s), Active Directory certification(s), Server Operating System Administration certification(s), or completion of classes toward related certifications.
  • Experience with Amazon Web Services/Google Cloud/Microsoft Azure, etc.
  • Experience with multiple hardware/software platforms and applications.
  • Strong initiative, analytical skills, and customer focus skills.
  • Good Interpersonal skills, including the ability to work effectively in a team environment.
  • Demonstrate the ability to grasp in depth understanding of procedures and automated systems.
  • Ability to stay organized, prioritize and communicate technical concepts to end-users.
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)
  • 401(k) match, and a fully funded pension plan
  • Paid time off and holidays
  • Generously subsidized public transportation
  • Annual educational assistance
  • On-site fitness facility
  • Professional development programs, training, and conferences
  • And more
This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The screening areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well. A requirement of this position is that you must be fully vaccinated against COVID-19 and received all approved boosters or qualify for an accommodation from the Bank's vaccination policy; the Bank will provide accommodations as required by law for individuals unable to be vaccinated due to a medical condition or sincerely held religious belief. The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists , we work together to represent you in our economy. Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Information Technology Work Shift First (United States of America)The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences. Privacy Notice
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