IT Technical Support Specialist

2 weeks ago

Minnesota, United States Hennepin County Full time

About the Position

This is a full-time, benefit-earning position in the Operations Business Information Office of County Administration. The successful candidate will provide on-site and remote technical support for hardware and software, manage technical service requests, and establish working relationships with IT staff, vendor partners, and business partners.

Responsibilities

  • Provide technical support for daily operational maintenance and support of technical business solutions.
  • Manage technical service requests using the Hennepin County IT incident management system.
  • Investigate complaints and communicate effectively with users experiencing technical difficulties.
  • Establish working relationships with IT staff, vendor partners, and business partners to ensure quality partnerships.
  • Coordinate technical vendor communications and work requests.
  • Develop and document technical support specifications and workflows.
  • Provide on-call support for critical business life-safety technology incidents.

Requirements

  • One of the following: Four years or more of IT experience, Associate/vocational/technical degree in computer science, management information systems (MIS), information technology, or an approved information technology field related to the position and two years or more of IT experience, Completion of five college/vocational technical technology courses or completion of an approved IT Hennepin County internship and two years or more of IT experience, Bachelor's degree or higher in computer science, management information systems (MIS), information technology, or an approved information technology field related to the position.
  • Certification in or ability to obtain certification in ITIL Foundations within 6 months of hire.

Nice to Have

  • Experience supporting and administering complex technologies with multiple integrations, physical controllers, panels, and devices.
  • Experience with desktop, laptop, and Toughbook hardware support, SaaS solution support, network support, Active Directory, and technical documentation.
  • Ability to establish and maintain effective working relationships with customers, vendors, and IT staff, create documents and processes to communicate complex technical information, prioritize work demands, and communicate technical information to non-technical staff.
  • Strong verbal and written communication skills, including interpersonal skills with a focus on customer service and experience building effective collaborative relationships with all organizational levels of business and technical staff.

Additional Information

  • New employees who are hired into hybrid positions between January 2, 2022, and December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment.
  • Employees may be eligible to receive an additional cash merit of up to $1,906.94 that can be earned annually based on performance.

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