Support Analyst (MTPD)

• Support police officers with technical issues and needs in a police department office environment. This requires flexibility with officer patrol schedules.
• Complex issue resolution: Take ownership of escalated or complex technical issues and provide in-depth troubleshooting and problem resolution. Analyze root causes, conduct research, and collaborate with other IT teams to find solutions and ensure timely resolution.
• Process improvement and automation: Identify opportunities to streamline and automate IT support processes. Develop and implement automation solutions, such as scripting, to improve efficiency, reduce manual efforts, and enhance service delivery.
• Training and knowledge sharing: Provide training and guidance to junior team members and end-users on advanced technical topics. Contribute to knowledge base articles and documentation to empower self-service and enhance the overall knowledge within the team.
• Manage and prioritize personal ticket queues consisting of both incident and project work.
• Manage, prioritize, and resolve all tier 2 or higher incidents and requests according to SLAs.
• Maintain service excellence by providing customers with regular updates throughout managing their incidents and requests.
• Support the set-up of new offices, sites, or projects across the local region (to include local travel)
• Responsible for recycling all expired IT equipment and technologies, ensuring correct disposal according to policy.
• Act as an escalation point for 2nd Line support issues.
• Ensure maintenance of all local equipment rooms and conference room facilities, and mitigate risks arising from audits, fire, safety, or other risk assessments.
• Take points on assigned projects that include endpoint devices.
• Act as the SEM on assigned Services and projects.
• Support for technical upgrading and maintenance of entire desktop systems.
• Assist in testing and deployment of new applications and systems.
• Train and support junior Support Analysts.

Any of the following combinations of completed education (in information technology support or related field) and experience (in information technology support, customer service in an ITIL best practices support environment emphasizing incident and problem management, service-level management, asset management, security compliance, and adherence to documented policies, standards, and procedures).

• Bachelor's degree or higher with zero to two (0-2) years of experience.
• Associate degree with two (2) years of experience.
• High school diploma/GED with four (4) years of experience.

What additional skills and experience would be helpful in this job (desired qualifications):

• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory, Group Policy, and endpoint security tools.
• Knowledge of software deployment, patching, and device management tools (e.g., SCCM, Intune).
• Knowledge of ITIL best practices for incident and asset management.
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
• Skilled in prioritizing and resolving service tickets efficiently.
• Skilled in communication and collaboration with users, technical staff, and management.
• Skilled in analyzing and identifying trends or root causes of recurring technical issues.
• Ability to deliver high-quality, customer-focused technical support.
• Ability to guide or mentor less experienced staff as needed.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Ability to adapt to evolving technologies and organizational needs.

What knowledge, skills and abilities you should have within the first six months on the job:

• Understanding of the MT Police department operations as it relates to endpoint device support.
• Technical problem-solving (ability to troubleshoot and resolve complex software and hardware issues).
• Adapt to new technologies and systems.
• Understanding of the police officer computer requirements and ability to quickly adapt to their availability.
• Management of incidents and service requests using the ticketing system.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage and support staff in contributing to a dynamic work culture that improves the Council's ability to serve the region.
• We encourage and support staff in bringing the full range of experiences and identities that define them to the workplace.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits, and a good work/life balance.

The Metropolitan Council's Regional Administration Division is accepting applications for a Support Analyst (MTPD). We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 20 years ahead for the future of the metropolitan area and provide regional parks and trails, transportation, wastewater, and housing services. We are committed to hiring and supporting a diverse workforce that reflects the communities we serve. Information Services is the central IT department supporting all divisions of the Metropolitan Council. Our 140 team members provide technology, practices, and innovative solutions that enable the core services of the Council. How your work would contribute to our organization and the Twin Cities region, We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below: * Guaranteed monthly retirement income through Minnesota State Retirement System pension fund * Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan * Two or more medical plans from which to choose, with employer contribution towards premiums over 80% * Dental insurance, life insurance and vision insurance The following benefits are provided to all employees as part of working for the Council. You will have access to free: * Well@Work clinic * bus/rail pass valued at over $1200 per year * parking at many job locations * fitness centers at many job locations * Employee Assistance Program * extensive health and wellness programs and resources