Position: Help Desk-Provisioning Resources

Duration: 1 year

Location: Minneapolis, Minnesota (Onsite from day 1)

Must be Local to Minnesota

Job Description

Hennepin County is looking to engage up to six temporary IT Professional staff with up to 3 to assist the IT Provisioning team and up to 3 to assist in distribution during a laptop hardware refresh. Duties included will range from receiving new hardware, assisting customers with installation of applications, and troubleshooting incidents related, and the disposal of old equipment. All six temporary positions will be onsite at various locations.

This position works closely with Service Center concierges, service desk, IT Asset Management and System & Software deployment staff to ensure the customer receives a stable and reliable computing device build. Daily activities will relate to the provisioning and distribution of computing equipment along with decommissioning and disposal of old equipment.

Work to be performed:

Provisioning consultant(s) will image and stage desktop laptop equipment using various tools and technologies to a base customer pre-provisioning state. Expected duties also include coordinating delivery of the equipment as well as maintaining inventory.

Expected duties include:

• Image and stage desktop and laptop equipment using various tools and technologies to a base customer pre-provisioning state.
• Assist customers with scheduled deployment services as part of project coordination.
• Pull appropriate equipment from stock, package equipment, label for shipping, and coordinate with Central Services on delivery of equipment when appropriate.
• Assist with staging equipment for reuse by setting back to factory defaults for future provisioning.
• Assist with staging, packaging, and distribution of employee computing equipment to Hennepin County Staff, employees, volunteers, and other staff doing business as or for Hennepin County.
• Assist in proper disposal and preparation of IT assets for reuse or disposal.
• Maintain appropriate levels of in-stock inventory for future use by implementing a FIFO (First in, First Out) approach.
• Receiving and tagging of equipment.
• Auditing and inventory of ITAM assets.
• Entering asset information into asset tracking software system.
• Supervisor may designate various activities to this position. The following statements are intended to describe the general nature and level of work being performed. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

IT Distribution role:

This is an onsite position, staff will work with the service desk and report to one of our 3 Staff Computer Support Center (SC)2 locations:

Hennepin County Government Center

300 S 6th St.

Minneapolis, MN 55415

Ridgedale Service Center

12601 Ridgedale Dr.

Minnetonka, MN 55305

Brookdale Service Center

6125 Shingle Creek Pkwy

Brooklyn Center, MN 55430

Consultant will be on a team responsible for the coordination of the assignment of replacement laptops. They will work closely with customers, if required, to install applications necessary to perform their associated job duties. This team will also ensure all appropriate asset inventory is updated to reflect device assignment. The disposal part of the role will assist in tasks related to the decommissioning of IT assets and working with 3rd parties on receiving, staging, processing, and the final disposal ensuring appropriate methods are used to meet Federal, State, environmental, and County compliance.

Expected duties include:

• Work with customers at key distribution sites to ensure they receive new equipment in working order.
• Assist customers with installation of associated applications required for their assigned job duties.
• Diagnosis, record, escalate and resolve related incidents as they happen during the distribution process.
• Address any questions customers may have related to Windows 11 and the laptop computing device.
• Receive and process assets that are designated to be decommissioned ensuring all appropriate inventory data is captured and updated in the hardware AMDB (Asset Management Database).
• Organize and maintain incoming inventory, current inventory, and outgoing inventory by stocking material neatly in designated areas.
• Manage data media per company policy; ensure security and data sanitation procedures are always followed.
• Process hard drives by testing and preforming data erasure and wiping or shredding per standards and processes.
• Perform general housekeeping tasks such as sweeping and picking up trash to maintain a clean and tidy workspace.
• Assist with preparing and packaging of resalable equipment per company procedure and 3rd party requirements.
• Maintain and inventory final disposition asset records of disposed devices and ensure all inventory data is captured and updated in the hardware AMDB (Asset Management Database)
• Supervisor may designate various activities to this position. The following statements are intended to describe the general nature and level of work being performed. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
• Estimated not-to-exceed amount: Hennepin County will not be providing an NTE amount for this engagement, please propose your resource(s)' billable hourly rate(s) based on experience and the proposed work.

Specific skills/experience required

One of the following:

• Two-year college/vocational/technical degree in a technology field or approved information technology certificate; or completion of five college/vocational/technical information technology courses;
• or 2 (two) years of information technology experience.

MUST HAVE:

• Technically savvy with a demonstrated ability to resolve computing problems.
• Knowledge of Windows desktop Operating Systems
• Proven Customer Service Experience
• Ability to multitask and pivot based on workload.
• Quickly analyze and diagnosis hardware, software, application, and network problems in a desktop environment
• Ability to follow Standard Operating Procedures and articulate when a problem occurs with those procedures.
• Ability to assisted lift to 50 lbs. 8. Ability to work with hand tools, whether manual or powered.

NICE TO HAVE:

• CompTIA A Certification
• ITIL Foundations Certification