Enterprise Service Desk It Support Analyst I

Salary: $43,680.00 - $55,998.63 Annually
Location : Downtown Minneapolis
Job Type: Full-time
Job Number: 23IT10103MV104
Department: Information Technology
Division: IT Service Desk
Opening Date: 12/29/2023
Closing Date: 1/12/2024 11:59 PM Central
Description
The Hennepin County Information Technology (IT) department has an opening for an IT Support Analyst I to join the IT Enterprise Service Desk team. This position responds to customers who are experiencing technical issues with computer systems and personal computing devices over the phone. This position also works with other teams within IT for resolving incidents and IT service requests.
Effective December 31, 2023, there will be a general salary adjustment of 2.5% to the minimum and maximum of the range.
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 employee referral program.
Location and hours:
This position is hybrid and will be performed both on-site at varying locations: 12601 Ridgedale Drive, Minnetonka, MN 55305, Government Center at 300 South 6th Street, Minneapolis, MN 55487, 6125 Shingle Creek Parkway, Brooklyn Center, MN 55430, and remote as job duties require. Work hours will be Monday through Friday, between 7 a.m. - 5 p.m. While this position is designated as remote, 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 the position type:
This is a full-time, benefit earning position.
This position is internally classified as an Information Technology (IT) Support Analyst I.
Click to view the job classification specification.
At this time, employees may be eligible to receive an additional cash merit of up to $1,119.98 that can be earned annually based on performance.
In this position, you will:

• Provide first level support by answering calls related to customer incident and service requests such as, but not limited to, basic computer troubleshooting, account unlocks and password issues.
• Work with level two technicians as needed to resolve the issues to the customer's satisfaction.
• 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 draft technical/support documentation for knowledge articles.
• Contribute to continual process improvement activities by identifying training opportunities, improvement opportunities with the process, and modifications for the tools used.

Need to have:

• One of the following:
  • Two years or more of information technology experience.
  • Two-year college/vocational/technical degree or higher in a technology field.
  • Approved information technology certificate.
  • Completion of five college/vocational/technical information technology courses.
  • Completion of approved Hennepin County IT internship.

Nice to have:

• One or more years of experience:
  • Providing customer service.
  • Troubleshooting basic computer issues.
  • Working with computers or personal devices.
  • Working with Windows operating systems.

Basic knowledge of MS Office Suite (e.g., Outlook, Word, Excel, and PowerPoint).

Ability to:

• Guide customers through troubleshooting and resolving incidents over the phone.
• Multitask in a fast-paced environment with multiple types of communication including phone, voice mail, self-service, in person, and email.

Effective organizational, analytical, and decision-making skills.

Effective verbal and written communication skills.

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. It is made up of 9 divisions: Business Solutions, Service Management Office, Architecture, Central Services Administration & Imaging Operations, Enterprise Development, IT Finance & Support Services, Operations, IT Strategic Alignment, and IT Security.
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 posting may be used to fill current and future vacancies.
This position may have access to systems or other documentation that may contain HIPAA data.
Invitations to interview will be based upon an assessment of education and experience.
Final candidates may 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
This position is hybrid and will be performed both on-site at varying locations: 12601 Ridgedale Drive, Minnetonka, MN 55305, Government Center at 300 South 6th Street, Minneapolis, MN 55487, 6125 Shingle Creek Parkway, Brooklyn Center, MN 55430, and remote as job duties require. Work hours will be Monday through Friday, between 7 a.m. - 5 p.m. While this position is designated as remote, 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
In which of the following fields do you have a degree and/or certification? Check all that apply.

• Technology related field
• Other
• I do not have a degree/certificate, but I have completed 5 or more college/vocational technical courses
• None of the above

03
Select the highest degree/certificate you have completed in the field(s) you selected above.

• Technical certificate
• Vocational degree
• Associate's degree
• Bachelor's degree or higher
• None of the above

04
Describe your education including area(s) of study, school(s) attended, and degree(s)/certification(s) earned. If you do not have completed 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.
05
Have you completed an approved Hennepin County IT internship?

• Yes
• No

06
If you indicated "Yes" to the question above, please provide internship dates and the name of your supervisor. If you do not have this experience, type "None" in the space provided.
07
How many full-time equivalent years of IT experience do you have?

• I do not have this experience
• Less than 1 year
• 1 year or more, but less than 2 years
• 2 years or more

08
Describe your IT experience, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.
09
How many years of experience do you have providing customer service?

• I do not have this experience
• Less than 1 year
• 1 year or more, but less than 2 years
• 2 years or more, but less than 3 years
• 3 years or more, but less than 4 years
• 4 years or more

10
Describe your experience providing customer service, referencing jobs listed in your application/resume. If you do not have this experience, type "None" in the space provided.
11
Do you have work experience troubleshooting basic computer issues?

• Yes
• No

12
Describe your experience troubleshooting basic computer issues, referencing jobs listed in your resume/application. If you do not have this experience, type "None" in the space provided.
13
In which of the following have you had experience supporting? Check all that apply.

• Incident Tracking system
• Microsoft TEAMS
• Microsoft Outlook
• MS Active Directory
• MS Office 365
• MS Multi Factor Authentication (MFA), Microsoft Intune, or Azure Active Directory
• Remote Tools
• SharePoint
• Smartphones
• VPN
• Windows 10
• None of the above

14
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
• LinkedIn
• 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

15
For the recruitment source selected above, please provide the specific name of the person, website, or media source.
Required Question