IT Support Analyst II
OPENING DATE: 09/15/20
CLOSING DATE: 09/22/20 11:59 PM Central Time
JOB TYPE: Limited Duration: Regular Sched (FT with benefits)
LOCATION: Downtown Minneapolis, Minnesota
DEPARTMENT: Information Technology
THE POSITION
The Hennepin County Information Technology (IT) department is seeking multiple Information Technology (IT) Support Analysts to work in Enterprise Support Services. These limited duration positions will assist customers who are experiencing technical issues with their computer systems and personal computing devices over the phone and in person. These positions also work with other teams within IT to resolve incidents and complete IT service requests.
Location and hours:
These positions are currently being performed remotely due to COVID-19. Once working on-site resumes, these positions will be located at the Hennepin County Government Center, 300 South 6th Street, Minneapolis MN 55487 and at the 701 Building located at 701 4th Ave S, Minneapolis, MN 55415. Work hours will be Monday through Friday, 7 a.m. - 5 p.m., and are flexible.
About the position type:
These are full-time, limited-duration (benefit earning) positions.
These positions are eligible to receive an additional cash merit of up to $1,145.55 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 IT 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.
Need to have:
- One of the following:
- Bachelor's degree or higher in an information technology or a related information technology field.
- Two year college/vocational/technical degree in a technology field or approved information technology certificate and two or more years of information technology experience.
- Completion of five college/vocational/technical information technology courses and two or more years of information technology experience.
- Completion of approved Hennepin County IT internship and two or more years of information technology experience.
- Four or more years of information technology experience.
Nice to have:
- Two or more years of experience:
- Providing problem analysis resolution, escalation, and follow-up over the phone and in person, in an IT service desk and desktop support area.
- Using incident tracking software.
- Experience:
- Installing and maintaining individual and multiple workstations.
- IT Service Management (ITSM).
- User level knowledge of Windows 10 operating systems and Microsoft Office 365.
- Ability to:
- Quickly analyze software, application, and network problems.
- Multitask in a fast-paced environment with multiple points of entry (i.e. phone, voice mail, self-service, and walk-ins).
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. They are made up of 6 divisions: business solutions, enterprise architecture, enterprise development, finance and support services, operations, and special projects.
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 www.hennepin.us/employees.
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 list created from this job announcement may be used to fill future vacancies.
This position is internally classified as an Information Technology Support Analyst II.
Click here to view the job classification specification.
Invitations to interview will be based upon an assessment of education and experience.
Final candidates will be required to complete a background check.