The Hennepin County Information Technology (IT) department is seeking to fill an IT Support Analyst II vacancy with the Library IT Help Desk / Deskside Services. This position will respond to customers who are experiencing technical issues with computer systems and personal computing devices over the phone, in person, and at 41 libraries across the county. This position will also work with other teams within IT on resolving incidents and IT service requests.
Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit employee referral program.
Location and hours:
This position is hybrid and will be performed onsite at 12601 Ridgedale Drive, Minnetonka, MN 55305, all library locations, and remote as job duties require. Work hours include weekdays, as well as rotations for evenings and weekends during the Libraries’ core hours. While this position is designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin.
New employees who are hired into remote or hybrid positions between January 2, 2022 to December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment. About the position type: This is a full-time, benefit earning position.
This position is internally classified as Information Technology (IT) Support Analyst II. Click here to view the job classification specification.
At this time, employees may be eligible to receive an additional cash merit of up to $1,227.61 that can be earned annually based on performance.
In this position, you will:
· Provide first and second level 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.
· Contribute knowledge for creation of self-service, service desk, and desktop support articles.
· Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.
· Provide on-site desktop support in all 41 Libraries as well as other shared workspaces in the County.
· Participate in large-scale project to integrate Library IT Support into the Enterprise Service Desk and other IT technical debt/consolidation efforts.
Need to have:
· One of the following:
o Four years or more of information technology experience.
o Two-year college/vocational/technical degree in a technology field or approved information technology certificate and two years or more of information technology experience.
o Completion of five college/vocational/technical information technology courses and two years or more of information technology experience.
o Completion of an approved Hennepin County IT internship and two years or more of information technology experience.
o Bachelor's degree or higher in information technology or a related information technology field.
· A valid driver’s license and the ability to obtain a Hennepin County driver’s permit.
· Ability to lift, push, pull and/or carry computer equipment up to 40 lbs. Asking assistance from other support analysts to help with lifting is encouraged.
Nice to have:
o Assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person.
o Using incident tracking software.
o Providing support for Windows 10 and 11 operating systems and Microsoft Office 365 applications.
o Using or supporting Library specific applications.
o Troubleshooting audiovisual equipment and/or supporting hybrid meetings.
· Ability to:
o Work independently and as part of a team.
o Walk customers through troubleshooting and resolving an incident over the phone and in person.
o Multitask in a fast-paced environment with multiple points of entry (i.e., phone, self-service, and in person).
o Reach, bend, stoop and crawl while connecting equipment and managing cables.
o Switch between sedentary and active physical work
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. They are made up of nine divisions: business solutions, enterprise architecture, enterprise development, finance and support services, strategic alignment, central services administration and imaging operations, security, service management, and operations.
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 to one or more of our overarching goals -- that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile. Our employees receive a combination of generous 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. Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community. Your future. Made here.
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. Final candidates will be required to complete a background check.