It Support Specialist
CurrentOur team provides technical support to employees of all 12 Federal Reserve districts nationwide. Whether it's a known issue with the entire system's email or a strange glitch in a program used by a handful of people, we're the first ones to call, and in a large majority of cases we can solve the problem on the spot while providing a level of customer service that makes us beloved throughout the organization.In addition to being a top performer on the front lines of chat and phones, I also provide support to other agents who find themselves in tricky situations. The chance to flex my deep institutional knowledge, my creative problem solving abilities, and my knack for digging up obscure archived information makes this my favorite part of the job. Nothing makes for a better day at work than averting a crisis with a long-shot troubleshooting step or helping get a ticket that's been bouncing from team to team onto the right track.Other duties as a senior agent include acting as a liaison between our team and the local technical support staff, as well as writing and updating articles in our knowledge base to ensure all agents have the best and most accurate information.
