It Support Analyst

The Office of Attorney General Keith Ellison has a clear mission: we help Minnesotans afford their lives and live with dignity, safety, and respect. We are a dynamic group of dedicated professionals who choose public service as a calling, and we are actively and intentionally committed to supporting an internal culture that affirms that calling. The Office is one of Minnesota’s largest public law offices and as of 2023, has been recognized as a Star Tribune Top Workplace Minnesota for three years in a row and Top Workplace USA for two years in a row.

Working Title: IT Support Analyst
Job Class: LA6
Agency: Attorney General's Office

• Who May Apply: Open to all qualified job seekers
• Date Posted: 02/20/2024
• Closing Date: 03/20/2024
• Hiring Agency/Seniority Unit: Attorney General's Office / Attorney General-Excluded Oth
• Division/Unit: Attorney Gen. / IT Operations
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• LA6Salary Range: $28.26 - $41.43 / hourly; $59,006 - $86,505 / annually
• Classified Status: Unclassified
• Bargaining Unit/Union: 221 - Excluded All Others/Unrep
• FLSA Status: Nonexempt
• Telework Eligible: No
• Designated in Connect 700 Program for Applicants with Disabilities: No

• Priority consideration will be given to applications received on or before March 5, 2024.

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.

The Office of the Minnesota Attorney General is currently seeking an IT Support Analyst to join the IT Division of the Office. IT Support Analyst staff support the mission of the Office by installing, maintaining, and troubleshooting computer hardware and software issues and resolving diverse end-user and system problems. Incumbents monitor and resolve service desk tickets and perform system administration tasks. Incumbents monitor and ensure that any service-affecting issues are promptly addressed, documenting problems and their resolution, and ensuring the operational integrity of all changes to the operating environment. Incumbents require a breadth of operations experience in complex or unique situations and are fully competent to provide technical guidance to other analysts on the team. Incumbents will interact with management, vendors, staff, and the IT team daily and must have excellent verbal and written communication skills. Incumbents work with a team of IT professionals to support the legal operations of the Office and ensure proper operation of IT equipment and fast, efficient resolution of user problems. This position reports to the IT Operations Supervisor.

At this level, incumbents are developing an understanding of local and wide-area networks and assist senior staff in the identification and resolution of network operating problems, in addition to first tier end-user computer support tasks. Incumbents may perform basic network infrastructure, administration, and maintenance tasks under guidance from senior team members. Incumbents are knowledgeable of relevant operating systems, network protocols, and standard applications, as well as end-user support service, servers, networks, and workstations. Incumbents have an in-depth understanding of hardware, peripherals, devices, and software applications to independently install, maintain, and troubleshoot hardware/software and resolve the majority of user and system problems.

IT Support Analysts work in-person at our office located in downtown Saint Paul.

Minimum Qualifications

• Degree in information technology, information systems, or closely related field (experience may substitute for degree)
• Four or more years of help desk, service desk, and/or system support work experience
• Some knowledge of: computer trends, software, capabilities, IT services, and terminology; computer hardware and software installation, and troubleshooting
• Experience: identifying and resolving computer and system problems including compatibility conflicts, application operations, and hardware malfunctions; supporting users in the use of application software; communicating and coordinating with vendors, users, and other IT staff

Preferred Qualifications

• Good knowledge of: computer trends, software, capabilities, and terminology; computer hardware and software installation and troubleshooting
• Experience: working with network systems; evaluating and resolving computer, systems, and user problems including compatibility conflicts, application operations, hardware malfunctions, and telecommunications problems; installing and maintaining computer hardware, software, and peripherals in the network and/or multi-platform environment; providing one-to-one IT training; installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software; evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems; independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; working with network protocols such as IP address schemas, DNS, DHCP, and directory services
• Experience with the following systems/technologies: Microsoft 365; Azure AD; Office 365 Apps; Microsoft Teams; Windows 10/11 OS; Adobe Acrobat; Google Chrome; Microsoft Edge; macOS; Mobile Device Management solutions (Jamf, Intune, etc.); workstation imaging technologies (Intune, SmartDeploy, Ghost, etc.); helpdesk ticketing software (Solar Winds Service Desk, ServiceNow, Zendesk, etc.); workstation patching solutions (KACE, WSUS, PDQ, etc.); remote support software (TeamViewer, LogMeIn, etc.); audio/video equipment; asset tracking systems; and/or other similar systems

Physical Requirements

• Ability to move and transport such articles as files, laptop computer and resource materials weighing up to 20 pounds

Additional Requirements

It is our policy that all candidates submit to a background check prior to employment. This background check may consist of the following components:

• Conflict of Interest Review
• Criminal History Check
• Education / License Verification
• Employment Reference / Records Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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 Graciela Cabrera at grace.cabrera@ag.state.mn.us or 651-757-1280.

Why Work for Us

Diverse Workforce

Our differences make us stronger and leveraging them helps us create a workforce where everyone can thrive. The State of Minnesota is an equal opportunity employer. We are committed to embedding diversity, equity, inclusion, and accessibility at our workplace. We do this by developing strong leaders and advocates, increasing cultural competence, fostering understanding among all employees, and removing institutional barriers and attitudes that prevent employees from advancing as far as their talents will take them. We prohibit discrimination and harassment of any kind based on race, color, creed, religion, national origin, sex (including pregnancy, childbirth and related medical conditions), marital status, familial status, receipt of public assistance, membership or activity in a local human rights commission, disability, genetic information, sexual orientation, gender expression, gender identity, or age.

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 retirement plan
• Training and professional development
• Paid vacation and sick leave
• 12 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)
• 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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 and indicate what assistance is needed.