End User Computing Specialist

City of Saint Paul•Saint Paul, MN

About The Position

The City of Saint Paul Office of Technology and Communications is hiring two End User Computing (EUC) Specialists to provide responsive, high-quality technical support and ensure employees have reliable, secure technology to perform their work. In this role, you will serve as a frontline point of contact for IT support needs by receiving, documenting, and triaging ServiceNow incidents and service requests. You will perform Tier 1 troubleshooting for hardware, software, and access-related issues, resolve common device and application problems, and escalate more complex issues to appropriate technical teams in accordance with established IT service management (ITSM) processes. You will collaborate closely with IT teams to support end-user devices, maintain IT assets, and deliver a consistent, effective, and customer-focused user experience.

Requirements

Six months of technical school plus one year of work experience in a technical/operations environment or two years of work experience in a technical/operations environment.
May require a valid Minnesota Class D Driver's License, or equivalent out-of-state driver's license.

Responsibilities

Manage ServiceNow tickets by documenting, categorizing, prioritizing, and tracking requests while providing timely updates and basic user guidance throughout the resolution process.
Provide Tier 1 support for hardware, software, operating systems, network connectivity, VPN, application access, passwords, and peripherals, escalating complex issues as needed.
Configure, deploy, support, replace, and process returns for end-user devices (laptops, desktops, tablets, smartphones, and peripherals) following established standards and procedures.
Assist with IT asset management, including inventory tracking, equipment check-in/check-out, and basic warranty documentation.
Support standard enterprise applications and productivity tools (e.g., Microsoft 365, Teams, browsers) by resolving common user issues.
Follow established security protocols, including multi-factor authentication support, password resets, and secure handling of devices.
Document all support activities, troubleshooting steps, and resolutions in the ticketing system to ensure accurate recordkeeping and knowledge sharing.
Escalate unresolved or complex issues to appropriate support teams in alignment with service level expectations and established procedures.