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 help desk technician, you'll 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'll 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.
Key Activities: Responds to incoming contacts (phone or chat) from customers requesting assistance with PC hardware, software, and mobile computing incidents of moderate complexity. Researches incidents and coordinates incident resolution. Ensures the proper workflow is followed on all incidents, while placing heightened attention on all critical and high priority incidents. Offers technical assistance to aid customers in effectively utilizing automation products in an effort to mitigate future call volume.
Qualifications: Qualified candidates should posses an understanding of PC hardware, software, mobile computing devices, peripheral equipment, and networking principles / functions, along with demonstratable technical troubleshooting skills and a working knowledge of current technologies. An Associate’s degree in an Information Technology related field or equivalent combination of education and/or work related technical experience is preferred. At least two years of experience installing, troubleshooting, and repairing PC hardware and software preferred. At least one year of phone-based service desk experience; preferably in an IT environment is preferred. Chat-based service desk experience is also desired. At least one year experience installing, troubleshooting, and/or repairing mobile computing devices (iPhones, tablets, etc.) preferred. At least one year experience supporting the Outlook desktop client along with O365 / Teams experience preferred. Microsoft Certified Professional (MCP), Microsoft Certified Systems Administrator (MCSA), A+ Certification, and/or ITIL Foundations Certification preferred.
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
- Generously subsidized public transportation
- 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.
*A requirement of this position is that the employee must be fully vaccinated against COVID-19 and received all approved boosters or qualify for an accommodation from the Bank’s vaccination policy; the Bank will provide accommodations as required by law for individuals unable to be vaccinated due to medical condition or sincerely held religious belief.