Salary: $43,680.00 – $61,380.83 Annually
Location : Hennepin County
Job Type: Full-time
Job Number: 23IT20103MV91
Department: Information Technology
Division: IT Service Desk
Opening Date: 10/19/2023
Closing Date: 10/30/2023 11:59 PM Central
Description
The Hennepin County Information Technology (IT) department is seeking multipleIT Service Desk Support Analyst II’s to join the IT Enterprise Service Desk team. These positions will respond to customers who are experiencing technical issues with computer systems and personal computing devices over the phone and in person. These positions also work with other teams within IT on resolving incidents and IT service requests.
Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit
Location and hours:
These positions are hybrid and will be performed on-site at varying locations: 12601 Ridgedale Drive, Minnetonka, MN 55305, the Government Center at 300 South 6th Street, Minneapolis, MN 55487, 6125 Shingle Creek Parkway, Brooklyn Center, MN 55430, any of our Staff Computer Support Centers in Hennepin County, and remote as job duties require. Additional Staff Computer Support Centers in other regions of Hennepin County are currently underway. Work hours will be Monday through Friday, with a shift between 7 a.m. – 5 p.m. While these positions are designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin.
New employees who are hired into remote or hybrid positions between January 2, 2022 to December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment.
About these position types:
These are full-time, benefit earning positions.
These positions are internally classified as Information Technology (IT) Support Analyst II. Click to view the job classification specification.
At this time, employees may be eligible to receive an additional cash merit of up to $1,227.61 that can be earned annually based on performance.
In these positions, you will:
- Provide first and second level service desk and desktop support by identifying, analyzing, and solving customer reported problems with systems/applications, over the phone and in person.
- Record all incidents using an incident tracking system according to the defined documentation standards.
- Manage work to meet business requirements and service level agreements for all Hennepin County departments.
- Contribute knowledge for creation of self-service, service desk, and desktop support articles.
- Manage efforts with technical support partners across the county as they relate to the operations-based processes of Information Technology Service Management (ITSM).
- Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.
- Provide on-call support of information systems/applications to internal customers and business partners.
- Provide on-site desktop support in future multiple Staff Computer Support Center locations.
Need to have:
- One of the following:
- Four years or more of information technology experience.
- Two year college/vocational/technical degree in a technology field or approved information technology certificate and two years or more of information technology experience.
- Completion of five college/vocational/technical information technology courses and two years or more of information technology experience.
- Completion of an approved Hennepin County IT internship and two years or more of information technology experience.
- Bachelor’s degree or higher in information technology or a related information technology field.
Nice to have:
- Two or more years of experience working in an IT service desk and desktop support area within the last five years providing problem analysis resolution, escalation, and follow-up over the phone and in person.
- Experience:
- Assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person.
- Using incident tracking software.
- With Information Technology Service Management (ITSM).
- Providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level.
- Quickly analyze software, application, and network problems.
- Walk customers through troubleshooting and resolving an incident over the phone and in person.
- Multitask in a fast-paced environment with multiple points of entry (i.e., phone, self-service, and in person).
About the department:
Technology is the foundation of our work – and the work of every county employee. The Information Technology department is here to help our employees work smarter, faster and better. They are made up of nine divisions: business solutions, enterprise architecture, enterprise development, finance and support services, strategic alignment, central services administration and imaging operations, security, service management, and operations.
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals — that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
Your future. Made here.
This position may have access to systems or other documentation that contains HIPAA data.
Invitations to interview will be based upon an assessment of education and experience. Final candidates will be required to complete a background check.
If you have any questions, please contact:
Majestanina Vang
Why work here?
Hennepin County embraces the Total Rewards philosophy. We want our employees to succeed – not only at work but as they move through life and its milestones. We offer advantages and opportunities others can’t – including:
- Meaningful work
- Public service
- Competitive pay
- Work-life balance
- Generous benefits
- Opportunities to grow
- Commitment to your success
By working in public service, we are a part of something larger than ourselves. Together, we support those in need. We help people access information and services. We empower vibrant and diverse communities. We serve residents.
Visit our benefits page to learn more: bridge.hennepin.us/eligibility.
If you are a current Hennepin County employee please be aware that any change in job classification may affect your current benefits (such as a conversion from Vacation/Sick Leave to Paid Time Off and/or enrollment in a Health Care Saving Plan.) Information about the impact of job changes on benefits can be found
01
These positions are hybrid and will be performed on-site at varying locations: 12601 Ridgedale Drive, Minnetonka, MN 55305, the Government Center at 300 South 6th Street, Minneapolis, MN 55487, 6125 Shingle Creek Parkway, Brooklyn Center, MN 55430, any of our Staff Computer Support Centers in Hennepin County, and remote as job duties require. Additional Staff Computer Support Centers in other regions of Hennepin County are currently underway. Work hours will be Monday through Friday, with a shift between 7 a.m. – 5 p.m. While these positions are designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin.
Are you willing and able to meet these requirements?
- Yes
- No
02
Which of the following best describes your technical education and/or experience? Check all that apply.
- Four years or more of information technology experience.
- Two year college/vocational/technical degree in a technology field or approved information technology certificate and two years or more of information technology experience.
- Completion of five college/vocational/technical information technology courses and two years or more of information technology experience.
- Completion of an approved Hennepin County IT internship and two years or more of information technology experience.
- Bachelor’s degree or higher in information technology or a related information technology field.
- None of the above
03
Describe your education including area(s) of study, school(s) attended, and degree(s)/certification(s) earned. If you have not completed a degree(s)/certificate(s), list 5 or more college/vocational technical courses that you have completed. If you have not completed a degree/certificate/courses, type “None” in the space provided.
04
If you indicated that you completed a Hennepin County internship, please provide internship dates and the name of your supervisor. If no, please type “None” in the space provided.
05
Describe your information technology experience, referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
06
Within the last five years, how many years of experience do you have working in an IT Service Desk and Desktop Support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person?
- Less than 1 year
- 1 year or more
- 2 years or more
- 3 years or more
- 4 years or more
- None of the above
07
Briefly describe your experience within the last five years working in an IT service desk and desktop support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person, referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
08
Do you have work experience assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person?
- Yes
- No
09
Briefly describe your work experience assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person, referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
10
How many years of experience do you have using incident tracking software?
- Yes
- No
11
Briefly describe your experience using incident tracking software, referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
12
Do you have experience with Information Technology Service Management (ITSM)?
- Yes
- No
13
Briefly describe your experience with Information Technology Service Management (ITSM), referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
14
Do you have experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level?
- Yes
- No
15
Briefly describe your experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level, referencing jobs listed in your application/resume. If you do not have this experience, type “None” in the space provided.
16
In which of the following have you had experience using and/or supporting? Check all that apply.
- Adobe Reader/Acrobat
- CITRIX
- Incident Tracking system
- Internet Explorer
- Microsoft TEAMS
- Microsoft Outlook
- Microsoft System Center Configuration Manager (SCCM)
- MS Active Directory
- MS Office 365
- MS Multi Factor Authentication (MFA), Microsoft Intune, Azure Active Directory, One Drive
- Remote Tools
- SharePoint
- Smartphones
- VPN
- Windows Defender/or other Endpoint Security Software
- Windows 10
- Windows 11
- None of the above
17
Please choose the one recruitment source that best describes how you first learned about this job opening. Please review all possible choices before making your selection. Your response to this question helps us evaluate the effectiveness of our recruitment methods.
- College or university (job board, career services, or instructor)
- Community or nonprofit organization (counselor, job board, etc.)
- Employee or recruiter of Hennepin County
- Friend or family member that is not a Hennepin County employee
- Hennepin County job notification emails
- Indeed.com
- Job fair or networking event
- Print advertisement (flyer, postcard, billboard, transit ad, etc.)
- Professional association (job board or email)
- Social media (Facebook, Twitter, Instagram, etc.)
- www.hennepin.jobs or www.governmentjobs.com
- Other
18
For the recruitment source selected above, please provide the specific name of the person, website, or media source.
Required Question