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Technical Support Representative

Company: Federal Home Loan Bank of Chicago
Location: Chicago
Posted on: January 17, 2022

Job Description:

Join the FHLBC team! At the Federal Home Loan Bank of Chicago, employees come first - that's why we offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees. * Medical, dental and vision insurance * Retirement program (401k and Pension) * Generous PTO plan * 10 paid holidays per year * Work from home options * Casual dress code The Technical Support Representative helps ensure proper systems operation so that end users can accomplish business tasks. This individual applies analytical and problem-solving skills to help identify, communicate, and resolve systems issues. The individual will work with IT and business partners to ensure expectations are reasonably set and met. Responsibilities: Strategy & Planning:

  • Collaborate with staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
  • Promote a culture of collaboration and continuous improvement Acquisition & Deployment
    • Assist in software releases and roll-outs, and communicate to the end users about status and project conditions
    • Perform software improvements and upgrades
    • Perform code deployments and releases
    • Work with team to accurately forecast timing and efforts of work Operational Management
      • Complete all tasks with a focus on quality
      • Meet or exceed established SLOs
      • Assisting customers on the phone and in person, and resolving issues in a timely manner
      • Cloud computing and virtualization technologies, specifically related to O365 and Amazon Web Services
      • Microsoft Windows client/server Operating Systems (Windows 7, 10; Server 2012, 2016)
      • Network equipment, interfaces, controls, and protocols
      • Using and/or writing PowerShell commands and scripts
      • Experience with Active Directory, Active Roles, Dell One Identity Manager
      • Experience with RSA Authentication Manager
      • Creating user accounts and provisioning access to applications and data
      • Provide guidance to less experienced members of the team
      • Collaborate directly with different areas of IT and the business in order to provide solutions for the Bank
      • Build rapport and elicit problem details from customers
      • Provide timely reports on the status of projects as well as any unforeseen issues to management and to business units
      • Comply with all assigned administrative and operational tasks
      • Apply diagnostic utilities to aid in troubleshooting
      • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
      • Works to promote an understanding of business process and business requirements with technical staff
      • Identify and learn appropriate software and hardware used and supported by the organization
      • Test fixes to ensure problems have been adequately resolved
      • Adhere to established policies, standards and procedures for ensuring the security and integrity of the Bank systems and data
      • Provide on-call support of bank applications
      • Other duties as required Software & Hardware Requirements
        • Client, server, and network hardware and software in a domain-based computing environment
        • Cloud computing and virtualization technologies, specifically related to Amazon Web Services (AWS) and Citrix
        • Commercial Off The Shelf (COTS) applications
        • Desktop hardware (PC's, laptops, phones, printers)
        • Mobile devices (iOS and Android) Position Requirements: Knowledge & Experience
          • Knowledge of Agile methodologies, including Scrum and Kanban
          • Knowledge of cross functional team models
          • Experience with desktop and server operating systems, including MS Windows, Server, and Office products
          • Experience with IT troubleshooting principles and techniques Personal Attributes
            • Strong written and oral communication skills
            • Strong interpersonal skills, with a focus on rapport-building, listening and questioning skills
            • Strong technical writing skills
            • Ability to conduct research into a wide range of computing issues as required
            • Ability to absorb and retain information quickly
            • Ability to present ideas in user-friendly language
            • Highly self-motivated and directed
            • Keen attention to detail
            • Proven analytical and problem-solving abilities
            • Ability to effectively prioritize and execute tasks in a high-pressure environment
            • Exceptional customer service orientation
            • Experience working in a team-oriented, collaborative environment Formal Education & Certification
              • College diploma or university degree in the field of computer science, information systems, or computer engineering and/or 3 years equivalent work experience
              • Certification in a technical field or discipline preferred FHLBank Chicago Maintains a Safe Work Environment With A Mandatory Vaccination Policy For All Employees. We are committed to providing a safe work environment for all our employees. The FHLBank Chicago requires all employees, except those who may require accommodations under federal or state civil rights laws, to be fully vaccinated.

Keywords: Federal Home Loan Bank of Chicago, Chicago , Technical Support Representative, IT / Software / Systems , Chicago, Illinois

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