Technical Business Solutions Analyst
4 days ago
This is a full-time, benefit-earning position within the Operations Business Information Office in County Administration. The successful candidate will provide technical support and maintenance for business solutions, working closely with IT staff, vendor partners, and business partners to ensure quality partnerships.
Key Responsibilities- Provide on-site and remote hardware and software technical support to ensure seamless business operations.
- Manage technical service requests using the Hennepin County IT incident management system to track and resolve issues efficiently.
- Investigate complaints, communicate effectively with users, and resolve technical difficulties in a timely manner.
- Establish and maintain working relationships with IT staff, vendor partners, and business partners to support business solutions.
- Coordinate technical vendor communications and work requests to ensure smooth operations.
- Develop and document technical support specifications and workflows to improve efficiency and effectiveness.
- Provide on-call support for critical business life-safety technology incidents to ensure minimal disruption to operations.
- 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.
- 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.
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