IT Support Specialist Associate/Experienced

Company

Federal 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.

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 environm