Desktop Support - ITS3

As a Desktop Support Technician, you will provide quality and consistent, desk side (& remote) technical support to State of MN business users., * Provide advanced technical support to MNIT Service Business Partners and peers to overcome technical hurdles with technologies being used. Gathering, updating issues recorded and resolved via a ticket queue assigned to the entire team.

• Document, implement, and follow processes to provide a consistent end-user experience.
• Identify the necessary changes that need to be made to provide more proactive, quality service.
• Provide mentorship and guidance to Desktop Support Technicians.

This position requires an employee to work onsite at 600 Robert Street, St. Paul, Minnesota at least 50% [or more or less if space limitations remain] of the time, with limited telework available. Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligibility depends on residence:

• Candidates living in Minnesota or within 50 miles of the worksite in a bordering state (Iowa, North Dakota, South Dakota, and Wisconsin) may telework up to 50%.
• Minnesota residents living more than 50 miles from the worksite may be eligible to telework more than 50%.
• Candidates living 50 miles or more from the worksite in a bordering state may work onsite 100% or may be telework eligible if relocating within 50 miles., * Proficientincommunicationandinterpersonalskills asappliedtointeractionwithcustomers, coworkers,andothers.
• Abilitytoeffectivelyorganizeandprioritizeworkandperform ineffectiveandtimelymanner.
• Experienceworkingwithdigitalencryptionmethods(e.g.Bitlocker).
• Experienceprovidingguidance, instruction,direction,andleadershiptotheteam.
• ExperienceinPowerShellorscriptinglanguages.

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 desks.

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.

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :

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 MECM, 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 occasional travel between agency-based offices., * Experiencemultitasking,prioritizing,workingondeadlines,andcreatingefficiencies.

• Goodorganizationalskills, abilitytoworkindependently,andexcellentwritten andverbalskills.
• Demonstratedabilitytotranslatetechnical informationfornon-technicalstaff.

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

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 (https://mn.gov/mnit/about-mnit/careers/) (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.