Salary
$44,720.00 - $62,915.35 Annually
Job Type
Full-time
Job Number
24IT20103MV070
Closing Date
10/21/2024 11:59 PM Central
Description
The Hennepin County Information Technology (IT) department is seeking an IT Support Analyst II to join the IT Enterprise Service Desk team. This position will provide dedicated on-site desktop support at our county Staff Computer Support Center in downtown Minneapolis, for customers who are experiencing technical issues with computer systems and personal computing devices. This position will also work with other teams within IT on resolving incidents and IT service requests. Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit employee referral program.
Location and hours:
This position will be on-site at the Government Center at 300 South 6th Street, Minneapolis, MN 55487. Work hours will be Monday through Friday, 8 a.m. – 4:30 p.m.
About this position type:
This is a full-time, benefit earning position.
This position is internally classified as a Level II Information Technology (IT) Support Analyst. Click here to view the job classification specification.
This position is eligible to receive an additional cash merit of up to $1,258.30 that can be earned annually based on performance.
In this position, you will:
· Provide first and second level service desk and desktop support by identifying, analyzing, and solving customer reported problems with systems/applications, over the phone and in person.
· Record all incidents using an incident tracking system according to the defined documentation standards.
· Manage work to meet business requirements and service level agreements for all Hennepin County departments.
· Contribute knowledge for creation of self-service, service desk, and desktop support articles.
· Manage efforts with technical support partners across the county as they relate to the operations-based processes of Information Technology Service Management (ITSM).
· Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.
· Provide on-call support of information systems/applications to internal customers and business partners.
· Provide first and second level backup support by identifying, analyzing, and solving customer reported problems with systems and applications, over the phone.
Need to have:
· One of the following:
o Four or more years of information technology experience.
o Two-year college/vocational/technical degree in a technology field or approved information technology certificate and two years or more of information technology experience.
o Completion of five college/vocational/technical information technology courses and two years or more of information technology experience.
o Completion of an approved Hennepin County IT internship and two years or more of information technology experience.
o Bachelor's degree or higher in information technology or a related information technology field.
Nice to have:
· Two or more years of experience working in an IT service desk and desktop support area within the last five years providing problem analysis resolution, escalation, and follow-up over the phone and in person.
· Experience:
o Using incident tracking software.
o Assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone.
o With Information Technology Service Management (ITSM).
o Providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level.
· Ability to:
o Quickly analyze software, application, and network problems.
o Walk customers through troubleshooting and resolving an incident over the phone and in person.
o Multitask in a fast-paced environment with multiple points of entry (i.e., phone, self-service, and in person).
If you have any questions, please contact:
Majestanina Vang