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Job Details

IT Help Desk Technician

Location
Minneapolis, MN

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Job Description
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).
Responsibilities:
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.
Qualifications:
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 (e.g. iPhone);
and, at least one year experience supporting Outlook.
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.

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