IT Support Specialist

Salary: $25.34 - $30.47 Hourly
Location : Duluth, MN
Job Type: Permanent, Full-Time
Job Number: 25-171/500-01
Department: Information Technology
Opening Date: 12/02/2025
Closing Date: 12/16/2025 11:59 PM Central

Kind of Work

The IT Support Specialist is the face of our IT department and must maintain excellent customer interactions. The IT Specialist interacts with customers by telephone, electronically or face to face to perform technical work such as resolving workstation, peripheraland network support service problems. The IT Specialist assists customers by effectively triaging unresolved service tickets by gathering information, categorizing, prioritizing and routing tickets to other IT Support teams for assistance in resolution. This is an in-person position in Duluth, MN.

Please note: The normal business hours of this position are 8:00 AM - 4:30 PM.
The salary range reflected above is the normal hiring range for 2025. The full salary range, including longevity pay, is $25.34 - $35.40 per hour.
This position is part of the represented by Council 5 of AFSCME.

St. Louis County does not participate in E-Verify. All employees must be continuously authorized to work in the United States, for St. Louis County, on a full-time basis. St. Louis County does not provide sponsorship for employment visas.
Distinguishing Features of Work
An employee in this class is responsible for providing assistance to customers in resolving workstation and network hardware, software, and operational problems throughout the County. Duties include troubleshooting hardware, software, and network problems; responding to service desk calls and providing solutions, information and/or technical assistance to customers; preparing, monitoring, and operating computer systems to ensure proper and timely processing of all jobs; preparing and mounting input/output media onto the system; establishing and maintaining automated and/or hard copy files, records, logs, and tape library; and installing, moving, and maintaining system hardware. The work is performed in accordance with department policies under the work direction and guidance of designated supervisory staff.

Work Environment

These work environment factors are general in nature and may vary depending on the specific position being filled. CONSTANT: Near, midrange and far vision; hear within 5 feet; move about; work around others; customer/public contact; and work inside. FREQUENT: Lift and carry up to 50 pounds; balance; climb stairs; crouch; feel; use fingers; grasp; handle; reach; sit; stand; stoop/bend; talk/speak; twist at waist; walk; right and left wrist turn; work alone or with others; and drive.
Selection Process
MINIMUM QUALIFICATIONS (Pass/Fail):

• An Associate's degree in Computer Information Systems, IT Support, IT Network Administration, Computer Science, or a closely related field; OR equivalent education and experience as determined by the Human Resources Director.
• Possession of a valid driver's license.

RATING SYSTEM:
Supplemental Questions will be 100% of the scoring process:
Points will be awarded based on the applicants answers to supplemental questions 10-14.

Experience beyond ten years may be included on the application for purposes of meeting minimum qualifications or informing the hiring authority of your complete employment history.

Please Note: When answering the supplemental questions on the website, the webpage may time out after 30 minutes. It's recommended you draft your answers in a separate document and copy/paste the answers into the application when you're finished writing. Failure to answer and save all of the questions on the "Supplemental Questions" page within 30 minutes may result in the deletion of your answers by the application system.

TENTATIVE RECRUITMENT & SCREENING PROCESS SCHEDULE:

• December 3, 2025 - Applicant screening will begin
• Week of December 15, 2024 - Supplemental question scoring to be completed
• Week of January 5, 2024 - Interviews to be conducted

ESSENTIAL FUNCTIONS:
The essential functions for this position are listed under the "ILLUSTRATIVE EXAMPLES OF WORK" on the specification, available in the Human Resources Department or online at www.stlouiscountymn.gov/jobdescriptions.

VETERANS PREFERENCE:
If you are eligible to apply for Veterans Preference, please attach to your application a copy of document(s) listed for the option that applies to you:

• Veteran: DD214 noting character of service
• Disabled Veteran: DD214 & compensable disability award letter issued within the last 6 months.
• Spouse of Disabled Veteran: DD214 & compensable disability award letter issued within the last 6 months & marriage certificate. (Eligible only if Veteran is unable to qualify because of the disability.)
• Spouse of Deceased Veteran: DD214, Marriage Certificate and Death Certificate.

Please refer to Minnesota Statute 197.455 for additional requirements. Click

PHYSICAL-MEDICAL STANDARDS:
Qualified applicants must be able to perform the essential functions of the position with or without reasonable accommodation. Applicants selected must meet the physical requirements for the position.

DRUG TESTING:
Applicants selected for appointment must take and pass a drug test.

BACKGROUND CHECK:
Applicants selected for appointment to a position with St. Louis County are subject to a background investigation.

EMPLOYMENT ELIGIBILITY VERIFICATION:
All new employees must submit documentation verifying identity and employment eligibility within three days of their first day of employment.

PROBATIONARY PERIOD:
Appointees to the position must successfully complete a twelve-month probationary period prior to being certified for permanent employment.

NON-DISCRIMINATION:
St. Louis County is an equal opportunity and veteran-friendly employer.
Eligible St. Louis County employees earn a competitive salary and benefits package, including:

• Vacation, Sick and Personal Leave
• Paid Holidays
• Medical Plan
• Dental Plan
• Vision Plan
• Disability Insurance
• Life Insurance
• Flexible Spending Accounts
• Retirement Benefits
• Deferred Compensation
• Training and Advancement Opportunities
• Employee Assistance Program
• Employee Resource Groups
• Employee Wellness Program
• Pet Insurance

Benefits are prorated for part-time employees and administered in accordance with the applicable collective bargaining agreement or management compensation plan.
01

Please type or clearly print your name.
02

The information you provide related to your education, training, and experience is subject to verification.I understand that giving false information, failing to accurately represent myself, or not providing required documentation as listed on the job announcement will result in disqualification.

• Yes

03

Are you legally authorized to work in the United States for St. Louis County?

• Yes
• No

04

All employees must be continuously authorized to work in the United States, for St. Louis County. St. Louis County does not provide sponsorship for employment visas, and it does not currently participate in E-Verify. Will you now, or will you in the future, require sponsorship for employment visa status (e.g. H-1B visa status) to work legally for St. Louis County in the United States?

• Yes, I will now, or will in the future, require sponsorship for employment visa status (e.g. H-1B visa status) to work legally for St. Louis County in the United States
• No, I will not now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status) to work legally for St. Louis County in the United States

05

Do you have a valid driver's license?

• Yes
• No

06

Which of the following best describes your highest level of education completed?

• None
• High school graduation/equivalent
• 0-60 college credits completed (No Degree)
• 60 or more college credits completed (No Degree)
• Associate in Arts Degree completed
• Bachelor's Degree completed
• Master's Degree completed

07

What was your primary field of study in college? NOTE: You can skip this question if you answered "None" or "High school graduation/equivalent" for the previous question.
08

Which of the following best describes how much full-time paid experience you have in resolving workstation and/or network support service problems?Full-time experience is defined as 40 hours/week or more on average. If you have part-time experience, please prorate it based on how many average hours/week you worked. For example, if you worked 20 hours/week for 6 months, you should be credited with 3 months of full-time experience. If you worked 10 hours/week for 24 months, you should be credited with 6 months of full-time experience. Internships, even if paid, do not count for the purposes of calculating experience for this question. Please note, we require that any work experience you claim credit for, also be listed in the Work Experience section of this application (this ensures standard information is collected, such as job title, duties, employer contact info, etc.).

• No related experience
• 1 - 5 months full-time experience
• 6 - 11 months full-time experience
• 12 - 23 months full-time experience
• 24 - 35 months full-time experience
• 36+ months full-time experience

09

SME Explanation: Questions 10-14 will be reviewed by a Subject Matter Expert (SME). The questions will be scored and used to help determine 100% of your score. For each question please list the organization(s) and/or employers where you gained the experience. All information listed must also be supported in the work experience section of your application.I have read and understand the instructions given above and acknowledge that I understand my score is derived 100% from my answers to supplemental questions 10-14.

• Yes
• No

10

Please describe any paid verifiable experience you have with adopting and supporting process change.
11

Please describe your paid verifiable experience with creating or leveraging technical self-help knowledge articles.
12

Can you explain the importance of front line troubleshooting and ticket triage? Please describe your experience with this activity and/or how you would approach this activity.
13

In a Service Desk role, how would you organize and prioritize your work?
14

Describe a situation in which you provided excellent customer service. Include in your answer the situation, the actions you took, and the final outcome.
15

I certify that my responses to the questions above are true and accurate to the best of my knowledge.

• Yes
• No

Required Question

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