Sr. IT Support Specialist (Phoenix)

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

IT, Customer Service
Phoenix, AZ, USA
Posted on Wednesday, May 29, 2024


Federal Reserve Bank of San FranciscoWe are the San Francisco Fed, public servants with a congressionally mandated mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans. We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.

Are you looking for a way to use your technical skills to help support an exciting new initiative? We are seeking a Senior IT Support Specialist to join our Police Services IT group!

This position provides District and local first level technical assistance and support for Federal Reserve Law Enforcement (Police Services) computer applications, video surveillance systems, access control and alarm monitoring systems, radio systems, intercom systems and other computer-based systems, Cash Services and other end users while supporting the NextGen Cash project.

What you’ll do

  • Assist and support in equipment and software selection, maintenance, system development and configuration.

  • Communicates, coordinates, and collaborates directly and effectively with management, administrators, subject matter experts, vendors, Facilities Management, Information Technology Services (ITS), and other partners throughout the District, as appropriate, to identify, document with prescribed reporting, discuss and resolve issues and obtain assistance, infrastructure, products, and resources needed to implement and maintain the Police Services systems (Video Surveillance System, Physical Access Control, Alarm Monitoring, Radio, Intercom, etc.)

  • Assists with training, administration and oversight of the Police Services systems, related service level agreements, and operational and information security procedures and controls.

  • Provides support to users of the Police Services security systems and related applications, including remote access and Office 365 applications. With regular guidance provides support and solutions with end users to resolve hardware problems, applications and connectivity issues. Works with the users to understand and reproduce the issue, saving and sharing documentation with National Service Desk /IT/Vendor.

  • Provides application and network infrastructure support and vendor escort during onsite maintenance and repair visits.

  • Reviews and/or builds application system documentation (i.e., processes, procedures, system flow diagrams) for supported products.

  • Provides support for installation, training, fixes, upgrade releases, test coordination and technical consultation for various vendor products used in Police Services automated systems environment.

  • Performs compatibility studies, evaluates new products and monitors the requisition process. Prepares procurement documents for hardware and software for immediate and short-term needs.

  • With occasional guidance, understands and applies standards and procedures, such as change control and access controls. In addition to performing information security and audit functions.

  • Ensure compliance with bank’s policies and procedures.

  • Performs other duties as assigned and assists other Sr. IT Support Specialists as needed.

  • Participates in work groups as assigned by manager.

Desired Experience + Traits

  • Associate degree in a related field or equivalent from two-year college or technical school.

  • Typically requires 5 years of increasingly responsible/technical experience in technical support environment; or equivalent combination of education and experience.

  • Previous experience working with an enterprise level Physical Security Management System (Physical access control and alarm, video surveillance, communications)

  • CCURE 9000 and NICE/Genetec Certifications or similar system certifications preferred.

  • Willingness to travel 50-75% to other branch office locations in San Francisco, Los Angeles, Salt Lake City and Phoenix based on the project needs of the NextGen Cash project.

  • Must be a US Citizen or a Green Card holder with the intent to become a US Citizen

  • May be required to provide technical support in a 24/7 operations environment, which might necessitate additional work outside of normal business hours.

  • An expert professional with knowledge of Video Surveillance System, Physical Access Control, Alarm Monitoring, RF/Radio Infrastructure, Intercom, and overall network infrastructure.

  • Teamwork, strong written and oral communications skills.

  • Superior customer service and problem-solving skills to create a positive customer experience.

  • Strong analytical, troubleshooting, and problem-solving ability and PC skills.

  • Demonstrated knowledge of automation tools such as Power Automate.

  • Deep Technical expertise in hardware specifications, installation, and troubleshooting.

  • Solid understanding of Operating systems, Microsoft Windows, SQL databases, utilities and other technical aids.

  • Proven ability to plan, prioritize, coordinate, and work independently with minimal direction.


Base Salary Range: Min: $62,700 - Mid: $81,400 - Max: $100,200 (Location: Phoenix, AZ)

Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with market data.


At the Federal Reserve Bank of San Francisco, we offer a wonderful benefits package including Medical, Dental, Vision, Pretax Flexible Spending Account, Paid Family Leave Care, Backup Child Care Program, Pretax Day Care Flexible Spending Account, Vacation Days, Sick Days, Paid Holidays, Pet Insurance, Matching 401(k), and an unheard-of Retirement / Pension.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

The SF Fed is an Equal Opportunity Employer.

Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category

Information Technology

Work Shift

First (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.

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