IT Support Analyst II - Staff Computer Support Center

Hennepin County (MN)-posted 12 months ago
Full-time • Entry Level
Minneapolis, MN
Executive, Legislative, and Other General Government Support
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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. This is a full-time, benefit earning position, classified as a Level II Information Technology (IT) Support Analyst. The position is eligible to receive an additional cash merit of up to $1308.63 that can be earned annually based on performance.

  • Provide 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.
  • 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.
  • 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.
  • Experience with Information Technology Service Management (ITSM).
  • Providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level.
  • Meaningful work
  • Public service
  • Competitive pay
  • Work-life balance
  • Generous benefits
  • Opportunities to grow
  • Commitment to your success
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