Systems Support Technician - ITS3

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 serves our partners at the Department of Public Safety (DPS). The MNIT DPS team provides technical support to an agency dedicated to prevention, preparedness, response, recovery, enforcement, and education. The team manages a large number of applications to serve 15 diverse public safety divisions located across Minnesota.

As a Systems Support Technician, you will provide advanced technical support to users at DVS Exam and Service sites, primarily in the Northwest Region of the state. Support is delivered onsite and remotely through request fulfillment, troubleshooting, and resolution of technical issues involving laptops, desktops, kiosks, peripherals, software, and MNIT, DVS, and vendor-provided solutions.

This position requires an employee to work onsite at least 3 days per week, 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 2 days per week.
• Minnesota residents living more than 50 miles from the worksite may be eligible to telework up to 2 days per week.
• Candidates living 50 miles or more from the worksite in a bordering state are not eligible for hire unless relocating within 50 miles.

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 in IT technical support work experience.

Experience must include:

• Advanced technical support experience with Microsoft Windows operating systems, Microsoft office, and end user peripherals.
• Experience troubleshooting network connected technologies including LAN, Wi-Fi, printers and multifunction devices and other IP based devices.
• Using enterprise ticketing tools to track work requests.
• Ability to independently prioritize and manage multiple task in a operations support environment.
• 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., * Currently industry recognized IT certification such as CompTIA A+, Network+, or Microsoft Foundations.

• Experience collaborating with external partners, including counties, vendors and other state agencies to resolve technical issues.
• Experience supporting or troubleshooting specialized vendor systems, such as knowledge testing software/hardware, photo capture equipment, kiosks, and tablets.
• Experience participating in site remodels, relocations including reviewing floor plans, and recommendation connectivity solutions.
• Demonstrated ability to create, maintain, and update technical documentation and knowledge base articles.
• Strong interpersonal skills with the ability to build effective working relationships across professional, technical, non-technical, clerical and leadership audiences.

Physical Requirements

Requires moving / lifting devices and technologies such as desktops, monitors, laptops, video conferencing devices and miscellaneous equipment from multiple locations. Desk to desk or from one office location to another. Lifting devices on to storage shelves above head (40 lbs.) and being able to gain access or crawl 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
• 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.