Information Technology Specialist 3 - Service Desk Coordinator

Working Title: Service Desk Coordinator
Job Class: Information Technology Specialist 3
Agency: Normandale Community College

• Who May Apply: Open to all qualified job seekers
• Date Posted: 03/30/2024
• Closing Date: 04/05/2024
• Hiring Agency/Seniority Unit: MN St Colleges & Universities / Normandale CC-MAPE
• Division/Unit: MnSCU Normandale CC / Information Technology Services
• Appointment Type: Unlimited, Full-time
• Work Shift/Work Hours: Day Shift/7:30am-4:00pm
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $31.47 - $51.73 / hourly; $65,709 - $108,012 / annually
• Job Class Option: IS Planning
• Classified Status: Classified
• Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
• Location: Bloomington
• FLSA Status: Nonexempt
• Telework Eligible: Yes - a flexible work schedule may be approved with up to two days remote per week
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

We are a proud equal opportunity and affirmative action employer, and we seek applicants with deep connections to the cultural communities to which out students belong. We actively seek and encourage applications from women, people of color, persons with disabilities, and individuals with protected veteran status.

About the Position

This position is responsible for coordination of day-to-day operations for the Service Desk, focusing on customer support, ticket resolution, and managing support operations. The incumbent will provide work direction and training to Service Desk staff and supervise IT student workers. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other IT staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff.

This position will actively advance the college's strategic goals, by supporting efforts to achieve equity in educational outcomes and to support a culturally responsive and service-oriented culture, through individual and departmental efforts.

Minimum Qualifications

• Associates degree and 3 years of IT experience providing technical support in an enterprise environment directing work, task assignment and scheduling coordination OR an equivalent commination of education and experience.
• Demonstrated experience analyzing data to identify trends/problems and develop recommendations for service management.
• Customer service experience sufficient to identify customer's needs and meet quality standards for service.
• Understanding of IT related systems and procedures.

Other knowledge, Skills, and Abilities we will be interviewing for:

• Excellent interpersonal, written, and oral skills sufficient to communicate complex technical ideas and procedures to technical and non-technical staff, faculty, administrators, and students.
• Good problem-solving skills.
• Ability and commitment to collaborate and develop effective relationships with people from diverse backgrounds and at different levels in the college.
• Ability to provide servant leadership.

Preferred Qualifications

• Experience with Active Directory and Microsoft 365.
• Demonstrated experience creating, updating, and managing technical support knowledge articles.
• Excellent troubleshooting skills and ability to diagnose/resolve a variety of issues at an enterprise level.
• Understanding best practices in project management principles and gathering stakeholder input on providing outstanding Service Desk services.
• Experience working in higher education environment.
• ITIL Foundations training and certifications.

Additional Requirements

The college regrets that it is unable to offer H-1B sponsorship at this time. The successful candidate, under U.S. Citizenship and Immigration Services regulations, must be available to accept work in the U.S. by the day employment begins.

An offer for this position may be contingent upon the completion of a background check.

In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact John Norman at jobs@normandale.edu.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to John Norman at jobs@normandale.edu.

Why Normandale Community College

Normandale is the largest community college in the Minnesota State Colleges and Universities system, annually serving almost 15,000 students from a diverse set of backgrounds, 42% of whom are students of color and nearly 25% are first-generation. We offer opportunities for individuals to grow, learn, and advance their careers while working for an organization that is committed to providing an inclusive and equitable space for students and employees to learn. We are passionately committed to achieving racial equity in student outcomes and in advancing cultural responsiveness in the classroom and services provided.

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

Other Information

Employment information for this position can be found in its collective bargaining agreement or its plan document at http://mn.gov/mmb/employee-relations/labor-relations/Labor/.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State is an equal opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us. Please indicate what assistance is needed.