Desktop Support - ITS2

Job Details

Working Title: Desktop Support
Job Class: Information Technology Specialist 2
Agency: Minnesota IT Services

• Job ID: 82943
• Location: St. Paul
• Telework Eligible: Yes, #LI-Hybrid
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 01/15/2025
• Closing Date: 01/24/2025
• Hiring Agency/Seniority Unit: Minnesota IT Services
• Division/Unit: Enterprise Desktop Support
• Work Shift/Work Hours: Day Shift / 08:00 a.m. - 04:30 p.m.
• Days of Work: Monday - Friday
• Travel Required: Yes, occasionally
• Salary Range: $27.76 - $45.14 / hourly; $57,962 - $94,252 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
• FLSA Status: Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

As Desktop Support you will provide quality and consistent, desk side (& remote) technical support to State of MN business users.

Job Responsibilities:

• Provide quality and consistent 2nd level technical support for the daily operation of Minnesota IT Services business partners and tracking work done via the internal tracking system.
• Document, implement and follow processes to provide a consistent end-user experience. Identify the necessary changes that need to be made to provide more proactive, quality service.

• Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies St. Paul, Minnesota.
• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

Qualifications

Minimum Qualifications

Position requires a minimum of two (2) years of desktop technical support experience.

Experience must include:

• Experience installing, setting up, configuring, and troubleshooting, of computer hardware, software, and peripherals.
• Experience with current mobile (Android, iOS) and Windows Client Operating Systems, and MacOS.
• Experience with MS Office and industry standard web browsers.
• Experience with remote support and collaboration tools (e.g., Bomgar, BeyondTrust, TeamViewer, ConfigMan, RDP, Microsoft Teams, Webex Teams, Slack, Zoom, etc.).
• Experience working with incident logging, work tracking systems for retrieving ticket queue for work orders. (e.g., Remedy on Demand, Footprints, ServiceNow, etc.).
• Experience imaging desktops and laptops for deployments (e.g., SCCM, Ghost or Acronis).
• Experience providing customer service and communication effectively.
• Experience with print management, set up, and configuration of printers and MFCs.
• Experience and knowledge of Microsoft Group Policies, Active Directory, AD permissions, and OU structures.
• Experience in vulnerability remediation and patch management.
• Experience working in a networked environment, TCP/IP, cabling, switches, VPN, and wireless resources.

Preferred Qualifications

• Experience multitasking, prioritizing, working on deadlines, and creating efficiencies.
• Experience writing documentation and presenting ideas to groups of people.
• Experience with digital distribution services (e.g., Google Play Store, Microsoft SCCM, Microsoft Store, or Apple App Store).
• Demonstrated ability to translate technical information for non-technical staff.
• Experience in problem-solving methodology with the ability to multitask in a fast-paced environment.
• Proficient in communication and interpersonal skills as applied to interaction with customers, coworkers, and others.
• Ability to effectively organize and prioritize work and perform in effective and timely manner.
• Experience working with digital encryption methods (e.g., Bitlocker).
• Comfortable working as part of a team and independently.

Physical Requirements

Requires moving/lifting devices such as desktops, monitors, laptops, and miscellaneous equipment from multiple locations (Desk to desk or from one agency site to another), lifting devices up on to storage shelves above head (40 lbs.) and being able to gain access under desk.

Additional Requirements

• SEMA4 Records Check (applies to current and past state employees only)
• Criminal History Check
• Reference Check
• Social Security and Address Verification
• Education Verification
• CJIS Background Check
• Driver's License Record Check
• Other legally required checks

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about this position, contact Delva Lilic at delva.lilic@state.mn.us.

Connect 700 Program

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to MNIT.Recruitment@state.mn.us.

• Meet all Minimum Qualifications identified in this posting.
• Meet all of the RSV criteria.
• Submit a copy of your DD-214 form by the closing date to: MNIT.Recruitment@state.mn.us.

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all Minimum Qualifications identified in this posting.
• You must submit all documentation by the closing date to: MNIT.Recruitment@state.mn.us.

• Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Technology Specialist 2 position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
• Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office.

About Minnesota IT Services

Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.