It Support Analyst Ii - Staff Computer Support Center

Salary: $44,720.00 - $62,915.35 Annually

Location : Downtown Minneapolis

Job Type: Full-time

Job Number: 24IT20103MV020

Department: Information Technology

Division: IT Service Desk

Opening Date: 04/19/2024

Closing Date: 5/3/2024 11:59 PM Central

Description

The Hennepin County Information Technology (IT) department is seeking an IT Service Desk 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 . 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, between 7 a.m. - 5 p.m.

New employees who are hired into remote or hybrid positions between January 2, 2022 to December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment.

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 to view the job classification specification.

These positions are eligible to receive an additional cash merit of up to $1,227.61 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: Four or more years of information technology experience.
Two-year college/vocational/technical degree in a technology field or approved information technology certificate and two years or more of information technology experience.
Completion of five college/vocational/technical information technology courses and two years or more of information technology experience.
Completion of an approved Hennepin County IT internship and two years or more of information technology experience.
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: Using incident tracking software.
Assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone.
With Information Technology Service Management (ITSM).
Providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level.

Ability to: Quickly analyze software, application, and network problems.
Walk customers through troubleshooting and resolving an incident over the phone and in person.
Multitask in a fast-paced environment with multiple points of entry (i.e., phone, self-service, and in person).

About the department:
Technology is the foundation of our work - and the work of every county employee. The Information Technology department is here to help our employees work smarter, faster and better. It is made up of 9 divisions: Business Solutions, Service Management Office, Architecture, Central Services Administration & Imaging Operations, Enterprise Development, IT Finance & Support Services, Operations, IT Strategic Alignment, IT Security.

About Hennepin County:

Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals -- that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at - select Guest.

Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.

Your future. Made here.

This posting may be used to fill current and future vacancies.

This position may have access to systems or other documentation that contains HIPAA data.

Invitations to interview will be based upon an assessment of education and experience.
Final candidates may be required to complete a background check and/or driver's license check.

If you have any questions, please contact:

Majestanina Vang
********

Why work here?

Hennepin County embraces the Total Rewards philosophy. We want our employees to succeed - not only at work but as they move through life and its milestones. We offer advantages and opportunities others can't - including:
Meaningful work
Public service
Competitive pay
Work-life balance
Generous benefits
Opportunities to grow
Commitment to your success
By working in public service, we are a part of something larger than ourselves. Together, we support those in need. We help people access information and services. We empower vibrant and diverse communities. We serve residents.

Visit our benefits page to learn more: bridge.hennepin.us/eligibility.

If you are a current Hennepin County employee please be aware that any change in job classification may affect your current benefits (such as a conversion from Vacation/Sick Leave to Paid Time Off and/or enrollment in a Health Care Saving Plan.) Information about the impact of job changes on benefits can be found

01

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, between 7 a.m. - 5 p.m.

Are you willing and able to meet these requirements? Yes
No

02

Which of the following best describes your technical education and/or experience? Check all that apply. I have four years or more of IT experience.
I have a two year college/vocational/technical degree in a technology field or approved information technology certificate and two or more years of information technology experience.
I have completed an approved Hennepin County IT internship and two years or more of IT experience.
I have a bachelor's degree or higher in information technology or a related information technology field.
I do not have a degree/certificate, but I have completed five or more college/vocational technical technology courses and two or more years of IT experience.
None of the above

03

In which of the following areas have you earned a technical certificate or degree? Check all that apply. Computer science
Information technology
Management Information Systems (MIS)
I do not have a degree/certificate, but I have completed 5 or more college/vocational technical courses
Other
None of the above

04

What is the highest level of degree you have earned in the area(s) you indicated above? Bachelor's degree or higher
Associate degree
Vocational degree
Technical certificate
None of the above

05

Describe your education including area(s) of study, school(s) attended, and degree(s)/certification(s) earned. If you have not completed a degree(s)/certificate(s), list 5 or more college/vocational technical courses that you have completed. If you have not completed a degree/certificate/courses, type "None" in the space provided.

06

How many full-time equivalent years of IT experience do you have? I do not have this experience
Less than 1 year
1 year or more, but less than 2 years
2 years or more, but less than 3 years
3 years or more, but less than 4 years
4 years or more, but less than 5 years
5 years or more

07

Describe your IT experience, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

08

Within the last five years, how many years of experience do you have working in an IT service desk and desktop support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person? I do not have this experience within the last five years
Less than 1 year
1 year or more, but less than 2 years
2 years or more, but less than 3 years
3 years or more, but less than 4 years
4 years or more

09

Briefly describe your experience within the last five years working in an IT service desk and desktop support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

10

Do you have work experience assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone? Yes
No

11

Briefly describe your work experience assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

12

How many years of experience do you have using incident tracking software? I do not have this experience
Less than 1 year
1 year or more, but less than 2 years
2 years or more, but less than 3 years
3 years or more, but less than 4 years
4 years or more

13

Briefly describe your experience using incident tracking software, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

14

Do you have experience with Information Technology Service Management (ITSM)? Yes
No

15

Briefly describe your experience with Information Technology Service Management (ITSM), referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

16

Do you have experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level? Yes
No

17

Briefly describe your experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.

18

In which of the following have you had experience using and/or supporting? Check all that apply. Adobe Reader/Acrobat
CITRIX
Incident Tracking system
Internet Explorer
Microsoft TEAMS
Microsoft Outlook
Microsoft System Center Configuration Manager (SCCM)
MS Active Directory
MS Office 365
MS Multi Factor Authentication (MFA), Microsoft Intune, Azure Active Directory, One Drive
Remote Tools
SharePoint
Smartphones
VPN
Windows Defender/or other Endpoint Security Software
Windows 10
Windows 11
None of the above

19

Please choose the one recruitment source that best describes how you first learned about this job opening. Please review all possible choices before making your selection. Your response to this question helps us evaluate the effectiveness of our recruitment methods. College or university (job board, career services, or instructor)
Community or nonprofit organization (counselor, job board, etc.)
Employee or recruiter of Hennepin County
Friend or family member that is not a Hennepin County employee
Hennepin County job notification emails
Indeed.com
Job fair or networking event
LinkedIn
Print advertisement (flyer, postcard, billboard, transit ad, etc.)
Professional association (job board or email)
Social media (Facebook, Twitter, Instagram, etc.)
www.hennepin.jobs or www.governmentjobs.com
Other

20

For the recruitment source selected above, please provide the specific name of the person, website, or media source.

Required Question