Want to know if this job is worth applying to?
Kansas City, Missouri, United States
Onsite
Not Available
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. Your responsibilities include coordinating customer onboarding projects, facilitating network testing, and serving as a technical liaison between customers, internal teams, and vendors. You'll manage technical projects from start to finish, maintain detailed documentation, and identify process improvements. This position requires excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.
Key Activities
Install, maintain, monitor, and troubleshooting systems and applications while providing advanced technical support to resolve complex customer issues.
Serve as technical liaison between customers, vendors, and internal teams while managing onboarding projects, equipment changes, and infrastructure implementations.
Research and resolve connectivity issues and change requests, escalating advanced problems according to established standards for timely resolution.
Maintain test lab environments for regression testing, problem recreation, and network validation activities to ensure system reliability.
Create and maintain technical documentation, procedures, and guidelines while identifying opportunities to improve processes and infrastructure.
Provide after-hours support for urgent issues.
Required Qualifications
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.
Creating and maintaining 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.
Working Hours
Monday – Friday / 8:00am – 4:30pm CT OR
Monday – Friday / 11:00am – 7:30pm CT
Saturday / 7:00am – 4:00pm CT
Team members can expect to work 2-3 Saturdays per month based on project demands and customer requirements.
Additional Information
How We Work:
On-site, full-time. Requirements vary by district.
Locations: Boston, New York, Philadelphia, Cleveland, Richmond, Atlanta, Chicago, St Louis, Minneapolis, Kansas City, Dallas, San Francisco preferred.
Remote Eligible: No
Salary:
$63,800 - $82,500 / Associate Level
$78,500 - $101,500 / Experienced Level
Final offers are determined by factors including the candidate’s qualifications, internal alignment considerations, district assignment, and geographic location.
Citizenship Requirements: United States citizenship or lawful permanent resident alien status, with at least three (3) or more years of United States residency from the date of legal entry to the United States is required for this position.
Screening Requirements: 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 could take up to a couple of months to complete. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
Sponsorship: The Federal Reserve Bank of Kansas City will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
About Us
Follow us on LinkedIn, Instagram, X (formerly Twitter), and YouTube
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.
Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.