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About the Role

A skilled IT professional to provide critical technical support for the Federal Reserve Financial Services (FRFS) Connectivity Testing and Integration (CTI) Team, delivering exceptional customer support through second and third-level technical assistance. Responsibilities include coordinating customer onboarding projects, facilitating network testing, and serving as a technical liaison between customers, internal teams, and vendors. The role involves managing technical projects from start to finish, maintaining detailed documentation, and identifying process improvements, requiring excellent customer service, strong technical knowledge, problem-solving abilities, and the capacity to work both independently and collaboratively.

Responsibilities

Install, maintain, monitor, and troubleshoot 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.

Requirements

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.
High school diploma or GED; further education preferred.
Less than one years; one year in customer service or other related business experience preferred (for Support Specialist I).
Less than two years; one year in customer service or other related business experience preferred (for Support Specialist II).
Requires fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements.
Any offer of employment is contingent upon satisfactory results of any required background screening.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Employees must comply with the Bank’s ethics rules regarding financial interests.

Skills

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.

Location

Boston
New York
Philadelphia
Cleveland
Richmond
Atlanta
Chicago
St Louis
Minneapolis
Kansas City
Dallas
San Francisco

Work Type

Onsite
Full-time
Regular

Experience Level

0-3 years of relevant experience
Less than one years (Support Specialist I)
One year in customer service or other related business experience preferred (Support Specialist I)
Less than two years (Support Specialist II)
One year in customer service or other related business experience preferred (Support Specialist II)

Education Level

Associate’s degree in information technology or a closely related field
High school diploma or GED

Benefits

Comprehensive healthcare options (Medical, Dental, and Vision)
401K match, and a fully funded pension plan
Paid vacation and holidays; flexible work environment
Generously subsidized public transportation
Education Assistance Program
Professional development programs, training and conferences

About the Company

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash®1, FedACH®, Check Services, and the FedNow® Service.
FRFS operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of the FedNow instant payment service.
Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States.
Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.
We seek leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission.
Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation.
To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Equal Opportunity

The Federal Reserve Bank of Atlanta is an equal opportunity employer.
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.