IT Service Desk Analyst

The Hennepin County Information Technology (IT) department is seeking an IT Service Desk Analyst to work in the Enterprise Support Services area. The position assists customers who are experiencing technical issues with their computer systems and personal computing devices over the phone and in person. This position also works with other IT teams to resolve incidents and respond to IT service requests.

The Enterprise Support Services area operates during the business hours of 7 a.m. to 5 p.m., Monday through Friday. The IT Service Desk Analyst will work between these hours.

The Hennepin County IT Department delivers innovative, effective, and timely business-driven information technology solutions in a secure, reliable, accessible, and fiscally responsible manner.

Employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work, competitive pay, real work-life balance, generous benefits and opportunities to grow. We want our employees to succeed-not only at work, but as they move through life and its milestones. Learn more at https://www.hennepin.us/employees.

Your future. Made here.

The primary duties and responsibilities of this position includes:

Provide first and second level IT Service Desk and Desktop support by identifying, analyzing, and solving customer reported problems with systems/applications, over the phone and in person.
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 knowledge for creation of Self-Service, Service Desk and Desktop Support articles.
Manage efforts with technical support partners across the county as they relate to the operations based processes of IT Service Management (ITSM).
Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.

Best Qualified Candidates will have:

One of the following:
- Completion of five college/vocational technical technology courses and 1 year of technology experience.
- Completion of an approved IT Hennepin County internship and 1 year of technology experience.
- Two-year college/vocational technical degree or higher in a technology field or approved IT certificate.
- Two years or more of IT experience.
Five years or more of recent (within the last 5 years) IT experience in Service Desk and Desktop Support environments providing problem analysis resolution, escalation, and follow-up, over the phone and in person.
Advanced user level knowledge of Windows 10 operating systems and Microsoft Office 2016.
Experience with:
- Incident and Service Management (ITSM).
- Using incident tracking software.
- Installing and maintaining individual and multiple workstations.
- Walking a customer through troubleshooting and resolving an incident over the phone.
Ability to:
- Quickly analyze software, application, and network problems.
- Multitask in a fast-paced environment with multiple points of entry (i.e. phone, voice mail, self-service, email, warm transfers, and walk-ins).

Candidates must have a right to work in the U.S. that is not based solely on possession of a student visa or a visa sponsored by an employer.

Invitations to interview will be based upon an assessment of education and experience. Final candidates will be required to complete a background check.