Our Ability Jobs

Working Title: Desktop Support

Job Class: Information Technology Specialist 3

Agency: Minnesota IT Services

• Job ID : 81184

• Location : St. Paul

• Telework Eligible : Yes, #LI-Hybrid

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 11/15/2024

• Closing Date : 12/02/2024

• Hiring Agency/Seniority Unit : Minnesota IT Services

• Division/Unit : Enterprise Desktop Support

• Work Shift/Work Hours : Day Shift / 08:00 a.m. - 04:30 p.m.

• Days of Work : Monday - Friday

• Travel Required : Yes, - Occasional

• Salary Range: $32.89 - $54.06 / hourly; $68,674 - $112,877 / annually

• Job Class Option : Network

• Classified Status : Classified

• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

• FLSA Status : Nonexempt

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

As Desktop Support, you must have a working knowledge of Active Directory, Group Policy, DNS, DHCP, File/Print Services. In this position, you will provide quality and consistent deskside and remote technical support to State of MN business users. You will assist in positioning technical assets and monitoring, triaging, and resolving support requests.

Job Responsibilities:

• Monitoring ticketing queue(s), assisting in incident and problem resolution using standard processes and procedures.

• Submitting and/or escalating support requests.

• Maintaining hardware, leading small groups and projects.

• Training lower-level staff.

• Managing tier 1 and 2 support requests for computers, mobile devices, hardware, and peripherals, including imaging computers.

This position requires an employee to be onsite at the work location three (3) days per week.

• Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.

• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

*We will be filling multiple vacancies from this one posting. All applicants will be considered for all vacancies .

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :

Position requires a minimum of three (3) years of IT experience that includes the following:

Experience must include:

• Experience installing, setting up, configuring, and troubleshooting, of computer hardware, software, and peripherals.

• Experience with current mobile (Android, iOS) and Windows Client Operating Systems, and MacOS.

• Experience with Microsoft Office and Industry standard web browsers.

• Experience with remote support and collaboration tools (e.g., Bomgar, Beyond Trust, TeamViewer, Config Man, RDP, Microsoft Teams, Webex Teams, Slack, Zoom, etc.).

• Experience working with incident logging, work tracking systems for retrieving ticket queue for work orders. (e.g., Remedy on Demand, Footprints, or ServiceNow, etc.).

• Experience imaging desktops and laptops for deployments (e.g., SCCM, Ghost , Acronis, etc.).

• Experience providing customer service and communication effectively.

• Experience with Print management, setup and configuration of printers.

• Experience within Active Directory, AD permissions and OU structures.

• Experience in vulnerability remediation and patch management.

• Experience working in a networked environment, TCP/IP, cabling, switches, VPN, and wireless resources.

• Experience writing documentation and presenting ideas to groups of people (BMC, Helix, KBA's, SharePoint, or Metadata, etc.).

• Experience with digital distribution services (e.g., Google Play Store, Microsoft SCCM, Microsoft Store, or Apple App Store.)

A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.

Preferred Qualifications

• Experience multitasking, prioritizing, working on deadlines, and creating efficiencies.

• Good organizational skills, ability to work independently, and excellent written and verbal skills.

• Demonstrated ability to translate technical information for non-technical staff.

• Experience in problem-solving methodology with the ability to multitask in a fast-paced environment.

• Proficient in communication and interpersonal skills as applied to interaction with customers, coworkers, and others.

• Ability to effectively organize, prioritize work and perform in an effective and timely manner.

• Experience working with digital encryption methods (e.g., Bitlocker).

• Experience providing guidance, instruction, direction, and leadership to the team.

• Experience in PowerShell or scripting languages.

Physical Requirements

Requires moving/lifting devices such as desktops, monitors, laptops, and miscellaneous equipment from multiple locations (Desk to desk or from one agency site to another), lifting devices up on to storage shelves above head (40 lbs.) and being able to gain access under desk.

Additional Requirements

**This position requires a driver's license for occasional travel between agency-based offices.

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

• SEMA4 Records Check (applies to current and past state employees only)

• Criminal History Check

• Reference Check

• Social Security and Address Verification

• Education Verification

• CJIS Background Check

• Driver's License Record Check

• Other legally required checks

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.