IT Support Specialist

CompanyFederal Reserve Bank of Minneapolis

Are you looking for an opportunity to leverage your technical skills and customer service-orientation to perform work for an organization that values your contribution and strong work ethic?
As an IT Support Specialist you will provide information technology support, including handling moderately complex customer inquiries and requests for assistance with personal computer (PC) hardware, software, and mobile computing devices.
You will also Identify, troubleshoot, and resolve moderately complex customer PC hardware, software, and mobile computing incidents. In addition, you'll collaborate with other National IT and District technical support staff to identify and resolve core problems and utilize solid problem-solving skills to provide assistance and support to customers.
The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person.
Onsite work is an essential function of this position, and you are expected to be in the office days two (2) per week for meetings and team collaboration. This is not a fully remote position.

Note: We have multiple openings for this position, the department will fill the vacancy based on the needs of the team and the division.

Responsibilities:

• Under supervision, provide a broad level of customer support in identifying, troubleshooting, and resolving simple to complex customer computer software, hardware and mobile computing incidents.

• Under limited supervision, assist in or leads the review, analysis, testing, implementation, modification, documentation, and administration of technical products, services, and procedures.

• Under limited supervision, trains less experienced staff to continue improving technical service skills, area-specific knowledge, and customer service.

• Assist in researching/performing knowledge management updates as well as assists in responding to questions and/or comments.

• Review the work of less experienced staff to ensure overall service is of the highest quality.

• Serve in a technical liaison role and offer technical assistance to aid customers in effectively utilizing automation products (such as self-service) in an effort to mitigate the reporting of future issues/requests.

• Accurately and thoroughly document all customer interactions into the service desk ticket tracking system.

• Ensure the proper workflow is followed on all problem records and incidents, ensuring issues are properly escalated and addressed in a timely manner, while placing heightened attention on all critical and high priority incidents.

• Under supervision, participates in department, Bank, and Federal Reserve System projects.

• Under supervision participates in the review, analysis, testing, implementation, modification, documentation, and administration of technical products, services, and procedures.

• Collaborate with colleagues in order to continue improving technical service skills, knowledge, and customer service.

• Serve as end-to-end incident owner, which includes ultimate responsibility for coordinating progress and incident resolution.

• Consistently utilizes and contribute to the knowledge management tool for all support activities.

• Contribute ideas and poses questions as applicable.

Qualifications:

To be considered for the IT Support Specialist - Associate position, the following qualifications must be met:

• Associate degree in an Information Technology or a related field OR

• High School diploma and two (2) years of progressive experience in phone-based support IT environment, basic networking principles and functions

• Two years of experience installing, troubleshooting and repairing PC hardware, software, mobile devices, and basic networking principles and functions preferred.

• One year of phone-based support experience preferred; preferably in an IT environment. Intermediate knowledge and/or experience in supporting the Microsoft Outlook desktop client preferred.

To be considered for the IT Support Specialist - Experienced position, the following qualifications must be met:

• Associate degree in an Information Technology or a related field and two (2) years of progressive experience in phone-based support IT environment, basic networking principles and functions and OR

• High School diploma and four (4) years of full-time work experience in a Technology focused role.

• Two years of experience installing, troubleshooting and repairing PC hardware, software, mobile devices, and basic networking principles and functions preferred.

• One year of phone-based support experience preferred; preferably in an IT environment. Intermediate knowledge and/or experience in supporting the Microsoft Outlook desktop client preferred.

• Intermediate knowledge and/or experience in supporting multiple Windows-based operating system platforms.

• Microsoft Certified Professional (MCP), Microsoft Certified Systems Administrator (MCSA), A+ Certification and/or ITIL Certification preferred.

• Strong technical troubleshooting skills and a working knowledge of current technologies.

• Intermediate Customer service skills in both verbal and written communications.

• Strong ability to effectively communicate technical issues with technical and non-technical users.

• Able to prioritize work and meet deadlines, with strong organizational skills and the ability to perform work independently and/or in a team environment.

Additional Information:

Salary range:

IT Support Specialist Associate: $46,100- $57,685- $69,200 annually.

IT Support Specialist Experienced: $53,300- $66,684- $80,000 annually.

Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.

Our total rewards program offers benefits that are the best fit for you at every stage of your career: 

• Comprehensive healthcare options (Medical, Dental, and Vision) 

• 401(k) match, and a fully funded pension plan

• Paid time off and holidays 

• Free public transportation passes 

• Annual educational assistance 

• On-site fitness facility

• Professional development programs, training and conferences 

• And more… 

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy. 

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)No

Job CategoryInformation Technology

Work ShiftFirst (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

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