Federal Reserve Bank of Minneapolis
Full-time / Part-time
Tier II - No Credit Check
Are you looking for an opportunity to use your technical, customer service, and multitasking skills in a fast-paced IT call center environment? Do you have a knack for being able to communicate technical information to non-technical individuals? The Federal Reserve Bank of Minneapolis is looking for experienced help desk professionals for its National Service Desk (NSD).
Under general supervision, provides information technology help desk support, including customer inquiries of varying complexity related to hardware, software and mobile computing devices.
Collaborates with other IT technical support staff to identify and resolve core problems. Utilizes solid problem solving skills to provide assistance and support to customers. Ensures issues are properly documented and resolved in a timely manner.
Researches incidents and coordinates resolution in a timely manner. Ensures the proper workflow is followed on all incidents, while placing heightened attention on all critical and high priority incidents.
May participate in projects of a technical or non-technical nature.
Associate degree in an Information Technology-related field or combination of education and related technical experience.
At least two years of phone-based service desk experience to include a preference for the following: one year of concurrent experience installing, troubleshooting and repairing hardware and software; at least one year experience installing, troubleshooting and/or repairing mobile computing devices in a professional environment (Blackberry, iPad, etc.); and, at least one year experience supporting Outlook or Lotus Notes.
At least three years phone-based service desk experience, to include a preference for three years concurrent experience installing, troubleshooting and repairing hardware and software and two years experience installing, troubleshooting and/or repairing mobile computing devices in a professional environment (Blackberry, iPad, etc.) and/or supporting the Outlook or Lotus Notes.
Strong knowledge of hardware, software, mobile computing devices, peripheral equipment, networking principles and functions and multiple operating system platforms. Strong technical troubleshooting skills and a working knowledge of current technologies.
Ability to multi-task in collaborative, fast paced IT environment.
Excellent customer service skills, oral and written communication skills and ability to communicate technical issues to users at various technical skill levels.
Strong organizational skills and ability to prioritize work and meet deadlines.
Able to perform work independently and/or in a team environment.
Microsoft Certified Professional (MCP), Microsoft Certified Systems Administrator (MCSA), A+ Certification and/or ITIL Foundations Certification preferred.
24x7x365 contact center with dedicated shifts. Potential to provide off shift coverage.
This position will be posted for a minimum of 7 business days and may be unposted at any time thereafter.
The Federal Reserve Bank of New York works within the Federal Reserve System and with other public and private sector institutions to foster...