Job Description

Posting number: 26IT30103MV024

Department: Information Technology

Division: IT Service Desk

Job classification: Information Technology (IT) Support Analyst

Posting type: Promotional

Categories: IT and Computers

Summary

The Hennepin County Information Technology (IT) department is seeking an IT Support Analyst III 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.

Location and hours:

This position is located at the Hennepin County Government Center at 300 South 6th Street, Minneapolis, MN 55487. Work hours will be Monday through Friday, 8 a.m. – 4:30 p.m.

About this position type:

This is a full-time, benefit earning position. You must be a current regular or probationary employee of the IT department to apply for this position. Limited duration employees not eligible.

This position is internally classified as a Level III Information Technology (IT) Support Analyst.

Click here to view the job classification specification.

In this position, you will:

• 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.

Need to have:

• One of the following:
• Five years of information technology experience.
• Completion of five college/vocational/technical information technology courses and three years of information technology experience.
• Completion of approved Hennepin County IT internship and three years of information technology experience.
• Two-year college/vocational/technical degree in a technology field or approved information technology certificate and three years of information technology experience.
• Bachelor's degree in information technology or a related information technology field and one year of information technology experience.

Nice to have:

• Experience:
• Assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone.
• Using incident tracking software.
• 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 with our mission to serve residents through transformative services that eliminate disparities, eliminate inequities, and create opportunity for all and our vision of a community where all people are healthy, all people are valued, and all people thrive.

Our employees receive a combination of competitive 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 The Bridge (login as Employee).

Hennepin County envisions an organization where our commitment to diversity and the elimination 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.

Watch this video for application best practices and tips.

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.

All candidates for IT department positions must pass a fingerprint-based criminal background check prior to hire and maintain eligibility for Level 3 access to Criminal Justice Information (CJI), as required by the Minnesota BCA and FBI CJIS Security Policy. These roles may involve access to sensitive data and systems, and continued employment is contingent upon successful completion of CJIS training, adherence to security protocols, and periodic background rechecks.

If you have any questions, please contact:

Talent Acquisition division

Hennepin County Human Resources department

Submit a request at hennepin.us/ask-hr or 612-348-7855

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