It Support Analyst

Who May Apply: Open to all qualified applicants

Date Posted: 2/20/2024

Closing Date: 3/20/2024 (Priority consideration given to applications submit before 3/5)

LA6 Salary Range: $28.26 - $41.43 / hourly; $59,006 - $86,505 / annually

Telework Eligible: No

Job Summary

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.

The Office is currently seeking an IT Support Analyst to join the IT Division of the Office. Service Desk 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.

A successful candidate in this position will be able to:

• Provide a wide range of technical support to end-users in response to service desk requests. Identify, evaluate, and correct hardware, software, or operations problems.
• Install and maintain software, hardware, and cables, including non-standard configurations.
• Provide on-going technical support and training on hardware and software resources for end-users.
• Perform and support testing and documentation activities. Install, configure, and test application software packages.
• Monitor and troubleshoot network system performance and networking problems.
• Troubleshoot and maintain data servers, file permissions, user devices, and communication tools.
• Troubleshoot and maintain user accounts, passwords, and multi-factor authentication methods.
• Configure user and network equipment according to department standards.
• Assists in defining system standards and procedures.
• Install network infrastructure equipment hardware.
• May work as part of a team or work independently on small projects with supervision.
• Communicate with vendors, users, and other IT staff.
• Make recommendations for future hardware and software additions or enhancements.
• Serve as a consultant and adviser to users and staff on system needs, operation and telecommunications problems.

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

How to Apply

Interested applicants must apply online through the State of Minnesota Careers website, which is the State’s official application and hiring site. The deadline for applications is Wednesday, March 20, 2024.

1. Go to www.mn.gov/careers;
2. Apply for posting number 74051
3. Direct Link

If you have any questions about the application process, please contact Grace 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:

• 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

The State of Minnesota is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive service to all Minnesotans. 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. Please indicate what assistance you need.