Information Systems Specialist- Help Desk

The Board's Division of Information Technology is seeking a Help Desk/Desktop Support Analyst with strong Help Desk Support experience to serve as part of a Tier 1 organization. This contractor position will be in support of the Federal Reserve Board's Help Desk and the analyst who fills this position will be required to work a set schedule that will require Holidays. The hours of service will be on the Help Desk's 1st Shift from 7am to 330pm. The successful candidate for this position is eligible to work over 40 hours a week, as required by the Shift Supervisor. The Board will only consider candidates who can work those designated hours. The candidate should demonstrate strong technical knowledge and experience with Microsoft Outlook 2016, Exchange Online, Office 2016, Excel, Active Directory, O365, Teams, SharePoint/OneDrive, HP Desktops/Laptops/Tablets, Dell Desktops/Laptops/Tablets and Microsoft Windows 7.x, 8.x and 10. The successful candidate will be expected to interface with

internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential., 1. At least Seven years of overall IT experience, including a minimum of Five years of experience providing general help desk support with working knowledge of opening and maintaining help desk cases using IT Service Management (ITSM) tools such as ServiceNow.

2. At least Two years' experience in desktop/laptop troubleshooting, IT systems monitoring, operations support, call center.
3. Excellent written and oral communications are required as this position will interface with clients via voice, e-mail, and instant messaging. Demonstrated ability to concisely summarize and document client issues is required.
4. At least five years supporting Microsoft Windows 7, 8 and 10, Microsoft Office (2013, 2016 and O365), and Microsoft Outlook.
5. Strong Level 1 network and VPN diagnosis and troubleshooting skills.
6. Knowledge of AirWatch, iPhone or similar smart phone enterprise support, SharePoint Admin.
7. Demonstrated analytical and problem-solving skills.
8. Strong interpersonal and communication skills who can work with people at various levels of the organization.
9. Familiar with maintaining documentation and communication via Microsoft Office solutions such as SharePoint, Excel, Word and Outlook. Advanced skills in Excel is a plus.

** US Citizenship Required ***

*** BS/BA in Information Systems, Computer Science or related field HIGHLY DESIRABLE ***

*** HDI or SDI Certification is PREFERABLE ***

This position may require weekend and/or overtime work. The position is classified as 'Essential Personnel' requiring onsite work attendance on Board-designated holidays and days when the Board is Closed.

The Primary Place of Performance is the Board's Washington DC Metro Campus' New York Avenue facility. The Secondary Place of Performance is the Board's facility in Baltimore, MD and Richmond, VA during contingency events.

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.