IT Technical Support Specialist
1 week ago
About the Position:
Hennepin County is seeking an IT Technical Support Specialist to provide on-site and remote hardware and software technical support. The ideal candidate will have experience in daily operational maintenance and support of technical business solutions.
Responsibilities:
- Provide technical support for hardware and software issues.
- Manage technical service requests using the Hennepin County IT incident management system.
- Investigate and resolve technical complaints in a timely and efficient manner.
- 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.
Preferred Qualifications:
- 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, 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 at an appropriate level specific to the audience, prioritize work demands, 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.
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