Address
Form of workSalary: $25.28 - $30.73 Hourly
Location : Minneapolis, MN
Job Type: Full-time
Remote Employment: Flexible/Hybrid
Job Number: 2023-00858
Department: Information Technology
Division: Telecommunications&Network Srv
Opening Date: 12/13/2023
Closing Date: 12/22/2023 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF
Position Description
This position will serve as the IT Department central point of contact in a help desk environment to provide triage and level 1 technical support, analysis, troubleshooting and escalations related to computer systems, hardware, or software.
Work Location
This position will work 3 days in person and 2 days remotely.
There are two positions to fill:
One position will work first shift, Monday to Friday. Hours will be determined (Within 7:00am-5:00pm).
The second position is for the second shift, Sunday to Thursday with Sunday being 9:00 am to 5:00pm, and Monday to Thursday being 1:30pm to 10:00pm
Job Duties and Responsibilities
Required Qualifications
Minimum Education
High school diploma or equivalent
Minimum Experience
N/A
Licenses and Certifications
A+ Certification or equivalent (Must obtain A+ certification within 12 months after hire).
Equivalency
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.
Selection Process
The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.
Background Check
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.
Background Check (Police) - Required
The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.
Union Representation
This position is represented by a collective bargaining agreement between the City of Minneapolis and American Federation of State, County, and Municipal Employees (AFSCME).
Eligible List Statement
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire in two months after it has been established.
Interview Selection
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.
Knowledge, Skills and Abilities
As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis.
The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page.
New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.
Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.
Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.
Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements.
Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.
Eligible City employees may choose to participate in the following transportation programs:
Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University and St. Mary's University of Minnesota are available to City employees.
Other perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program, technology discounts and more.
01
How did you find out about this position? (Select all that apply)
02
Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03
What is the highest level of education that you have successfully completed?
04
Do you have a degree in any of the following fields?
05
How many years of experience do you have in an IT Help Desk or customer service agent role, analyzing, troubleshooting and escalations related to computer systems, hardware, or software:
06
Do you have an A+ certification?
07
If you do not have a certification, please describe your equivalent experience.
08
What tools or systems do you have experience using to support computer users and solve issues for them over the phone/remotely? (At the City, we use ServiceNow, Bomgar, PCDoctor, and others.) If none please write None
09
If you are currently enrolled in an A+certification course, please describe more about the course and completion date (Write N/A if not applicable).
10
Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)
11
Which work schedule would you prefer to work?
Required Question
Location : Minneapolis, MN
Job Type: Full-time
Remote Employment: Flexible/Hybrid
Job Number: 2023-00858
Department: Information Technology
Division: Telecommunications&Network Srv
Opening Date: 12/13/2023
Closing Date: 12/22/2023 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF
Position Description
This position will serve as the IT Department central point of contact in a help desk environment to provide triage and level 1 technical support, analysis, troubleshooting and escalations related to computer systems, hardware, or software.
Work Location
This position will work 3 days in person and 2 days remotely.
There are two positions to fill:
One position will work first shift, Monday to Friday. Hours will be determined (Within 7:00am-5:00pm).
The second position is for the second shift, Sunday to Thursday with Sunday being 9:00 am to 5:00pm, and Monday to Thursday being 1:30pm to 10:00pm
Job Duties and Responsibilities
- Provide first level remote and on-site support including maintaining, analyzing, troubleshooting, repairing, and installation for all IT supported hardware, software, and Windows operating systems, applications and all peripheral devices (Level 1).
- Work with the coordinator, customer, and facilities teams to effectively perform installations, moves, additions, and changes (IMAC).
- Assure that all tickets requiring follow up work, and/or escalation receive appropriate attention.
- Assist in developing and documenting changes and improvements to current processes, knowledge base and help files.
- Setup and configure workstations, adhering to security requirements and City IT policies.
- Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, tablets and mobile devices.
- Provide support and basic training to clients for general operation of Windows operating system, MS Office tools/Office 365, application software and standard supported COTS software.
- Consult with customers and IT team members to provide hardware and software recommendations.
- Prepare equipment for decommissioning, including secure removal of data.
- Assist in maintaining hardware and systems inventories, ensuring they are kept up-to-date and as accurate as possible.
- Take ownership of and responsibility for the requests and prioritize them in accordance with procedures and Service Level Agreements.
- Update request and incident tickets using an IT Service Management system, and maintain related incident resolution history and documentation.
- Run and terminate infrastructure cabling between workstations and communication closets.
- Interact with other technology groups as appropriate to efficiently respond to user requests/problems.
- Partner with vendors to identify and resolve problems.
- Confer with upper level technicians and application support staff to resolve more complex problems.
Required Qualifications
Minimum Education
High school diploma or equivalent
Minimum Experience
N/A
Licenses and Certifications
A+ Certification or equivalent (Must obtain A+ certification within 12 months after hire).
Equivalency
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.
Selection Process
The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.
Background Check
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.
Background Check (Police) - Required
The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.
Union Representation
This position is represented by a collective bargaining agreement between the City of Minneapolis and American Federation of State, County, and Municipal Employees (AFSCME).
Eligible List Statement
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire in two months after it has been established.
Interview Selection
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.
Knowledge, Skills and Abilities
- Successfully complete City-provided IT-related training and/or certifications.
- Strong customer service skills.
- Strong interpersonal skills.
- Strong oral and written communication skills.
- Working knowledge of computers and computer applications.
- Proven ability to work independently and as a team member.
- Troubleshooting and problem-solving skills and the ability to review related information to develop and evaluate options and implement solutions.
- Ability to search knowledge articles, obtain and enter customer information and navigate through IT ticketing system.
- Good organizational, multi-tasking and time-management skills.
- Good listening skills and the ability to learn quickly and apply.
- Ability to maintain effective working relationships with City customers and co-workers.
As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis.
The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page.
New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.
Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.
Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.
Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements.
Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.
- Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
- Deferred compensation: Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).
Eligible City employees may choose to participate in the following transportation programs:
- Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
- Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs--such as qualified parking and van pool expenses--with pre-tax dollars
Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University and St. Mary's University of Minnesota are available to City employees.
Other perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program, technology discounts and more.
01
How did you find out about this position? (Select all that apply)
- City of Minneapolis website
- City of Minneapolis employee
- City of Minneapolis job interest card
- City of Minneapolis Career Opportunities Bulletin
- Friend or family member
- League of Minnesota Cities website
- Diversityjobs.com website
- Governmentjobs.com website
- Indeed.com website
- Minnesotajobs.com website
- Minnesota Council of Nonprofits Website
- Other website
- Other social media site
- Newspaper
- Other media
- College or University
- Community organization
- Job Fair
- Professional association
- Site Visit
- Recruiter
02
Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03
What is the highest level of education that you have successfully completed?
- Some High School
- High School Diploma/GED
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Doctorate
04
Do you have a degree in any of the following fields?
- Information Technology Systems
- Security Engineering
- Computer Forensics
- Systems Development / Engineering
- Computer Science
- Other
- None
05
How many years of experience do you have in an IT Help Desk or customer service agent role, analyzing, troubleshooting and escalations related to computer systems, hardware, or software:
- No Experience
- Less than 1 year
- 1 to less than 2 years
- 2 to less than 3 years
- 3 to less than 5 years
- 5 or more years
06
Do you have an A+ certification?
- Yes
- No
07
If you do not have a certification, please describe your equivalent experience.
08
What tools or systems do you have experience using to support computer users and solve issues for them over the phone/remotely? (At the City, we use ServiceNow, Bomgar, PCDoctor, and others.) If none please write None
09
If you are currently enrolled in an A+certification course, please describe more about the course and completion date (Write N/A if not applicable).
10
Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)
- Spanish
- Somali
- Hmong
- Laotian
- Amharic
- Oromo
- Vietnamese
- American Sign Language (ASL)
- None of the above
11
Which work schedule would you prefer to work?
- First shift (Monday-Friday)
- Second shift (Sunday-Thursday)
Required Question
