Desktop Support Technician - ITS3

Minnesota IT Services; Saint Cloud (MN); On-site; USD 52,000 - 72,000; Full time

Job summary

Minnesota IT Services (MNIT) seeks a Desktop Support Technician to provide deskside and remote IT support for State of Minnesota users. The role sits in the Enterprise Services team, supporting agencies, boards, and commissions and central services.

You will use Active Directory, Group Policy, DNS, DHCP, and imaging tools to triage and resolve issues. Onsite work in Saint Cloud, MN is required with limited telework eligibility.

Qualifications

• Minimum of three (3) years of IT-related experience.
• Experience with Active Directory, Group Policy, DNS, DHCP.
• Experience with Windows Client OS, MacOS, and mobile (Android/iOS).
• Experience with remote support and collaboration tools (Bomgar, Beyond Trust, TeamViewer, RDP, Teams, Webex).
• Experience imaging desktops and laptops for deployments (MECM, Ghost, Acronis).
• Experience with incident logging and ticketing systems (Remedy, Footprints, ServiceNow).
• Excellent customer service and communication skills.
• Valid driver’s license for travel.

Responsibilities

• Monitor ticket queues and assist in incident resolution.
• Submit and escalate support requests as needed.
• Maintain hardware and lead small projects.
• Train lower-level staff.
• Manage Tier 1 and 2 support for computers, mobiles, peripherals, and imaging.

Skills

Customer service

Communication

Problem solving

Multitasking

Organization

Education

IT-related degree preferred

Tools

Bomgar

Beyond Trust

TeamViewer

RDP

WebEx

MECM

Ghost

Acronis

SCCM

PowerShell

Job description

Working Title: Desktop Support Technician

The work you'll do is more than just a job. At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800+ professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

As Desktop Support you must have a working knowledge of Active Directory, Group Policy, DNS, DHCP, File/Print Services. In this position, you will provide quality and consistent deskside and remote technical support to State of MN business users. You will assist in positioning technical assets and monitoring, triaging, and resolving support requests.

Job Responsibilities

• Monitoring ticketing queue(s), assisting in incident and problem resolution using standard processes and procedures.
• Submitting and/or escalating support requests.
• Maintaining hardware, leading small groups and projects.
• Training lower-level staff.
• Managing tier 1 and 2 support requests for computers, mobile devices, hardware, and peripherals, including imaging computers.

This position requires an employee to be onsite full-time at 3725 12th St N, St. Cloud, Minnesota. The employee may be eligible to telework on a limited basis after the completion of probation or a later date. Telework for Minnesota IT Services is available on a limited basis and employees will be required to meet current Telework eligibility requirements.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:

Position requires a minimum of three (3) years of IT related experience.

• Experience installing, setting up, configuring, and troubleshooting, of computer hardware, software, and peripherals.
• Experience with current mobile (Android, iOS) and Windows Client Operating Systems, and MacOS.
• Experience with Microsoft Office and Industry standard web browsers.
• Experience with remote support and collaboration tools (e.g., Bomgar, Beyond Trust, TeamViewer, Config Man, RDP, Microsoft Teams, Webex Teams, Slack, Zoom, etc.).
• Experience working with incident logging, work tracking systems for retrieving ticket queue for work orders. (e.g., Remedy on Demand, Footprints, or ServiceNow).
• Experience imaging desktops and laptops for deployments (e.g., MECM, Ghost or Acronis).
• Experience providing customer service and communication effectively.
• Experience with Print management, set up and configuration printers.
• Experience within Active Directory, AD permissions and OU structures.
• Experience in vulnerability remediation and patch management.
• Experience working in a networked environment, TCP/IP, cabling, switches, VPN, and wireless resources.
• Experience writing documentation and presenting ideas to groups of people (BMC, Helix, KBA's, SharePoint, or Metadata).
• Experience with digital distribution services (e.g., Google Play Store, Microsoft SCCM, Microsoft Store, or Apple App Store).
• Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.

Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master’s degree for eighteen (18) months of experience; a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.

• This position requires a driver's license for travel.

Preferred Qualifications

• Experience multitasking, prioritizing, working on deadlines, and creating efficiencies.
• Good organizational skills, ability to work independently, and excellent written and verbal skills.
• Demonstrated ability to translate technical information for non-technical staff.
• Experience in problem-solving methodology with the ability to multitask in a fast-paced environment.
• Proficient in communication and interpersonal skills as applied to interaction with customers, coworkers, and others.
• Ability to effectively organize and prioritize work and perform in effective and timely manner.
• Experience working with digital encryption methods (e.g., Bitlocker).
• Experience providing guidance, instruction, direction, and leadership to the team.
• Experience in PowerShell or scripting languages.

Physical Requirements

Requires moving/lifting devices such as desktops, monitors, laptops, and miscellaneous equipment from multiple locations (Desk to desk or from one agency site to another), lifting devices up on to storage shelves above head (40 lbs.) and being able to gain access under desk.

Additional Requirements

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

• SEMA4 Records Check (applies to current and past state employees only)
• Criminal History Check
• Reference Check
• Social Security and Address Verification
• Education Verification
• CJIS Background Check
• Driver's License Record Check
• Tax Check
• Other legally required checks

Minnesota IT Services does not participate in the federal E-Verify program. Minnesota IT Services is unable to sponsor applicants for work visas, including F-1 STEM OPT extensions, and cannot complete Form I-983 or any other documentation requiring employer participation in E-Verify. All applicants must be legally authorized to work in the United States at the time of application.

Connect 700 Program

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to [e-mail].

Veterans

To be considered for any Veteran's Status, you MUST indicate this on your application.

RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must:

• Meet all Minimum Qualifications identified in this posting.
• Meet all of the RSV criteria.
• Submit a copy of your DD-214 form by the closing date to: [e-mail].

CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you:

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all Minimum Qualifications identified in this posting.
• You must submit all documentation by the closing date to: [e-mail].

Current State Employees

• Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Technology Specialist 3/ Network position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
• Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office.

About Minnesota IT Services

Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation‑leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies

based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Applicants With Disabilities

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [e-mail] and let us know the support you need.

Contact

If you have questions about this position, contact [e-mail]