IT Support Analyst III (Internal IT applicants only)

Salary : $48,353.07 - $72,529.60 Annually

Location : Downtown Minneapolis

Job Type : Full-time

Job Number : 25IT20103MV045

Department : Information Technology

Division : IT Service Desk

Opening Date : 11 / 19 / 2025

Closing Date : 11 / 21 / 2025 11 : 59 PM Central

Description

The Hennepin County Information Technology (IT) department is seeking an IT Support Analyst III to join the IT Enterprise Service Desk team. This position will provide dedicated on-site desktop support at our county Staff Computer Support Center in downtown Minneapolis, to customers who are experiencing technical issues with computer systems and personal computing devices. This position will also work with other teams within IT on resolving incidents and IT service requests. Location and hours :

This position is located at the Hennepin County Government Center at 300 South 6th Street, Minneapolis, MN 55487. Work hours will be Monday through Friday, 8 a.m. - 4 : 30 p.m. New Employee Orientation (NEO) for all new benefit-earning employees is in-person in downtown Minneapolis. Details about NEO will be provided upon hire.

About this position type :

This is a full-time, benefit earning position. You must be a current regular or probationary employee of the IT department to apply for this position. Limited duration employees not eligible.

This position is internally classified as a Level III Information Technology (IT) Support Analyst.

Click to view the job classification specification.

This position is eligible to receive an additional cash merit of up to $1,450.60 that can be earned annually based on performance.

In this position, you will :

• Provide 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 Information Technology Service Management (ITSM).
• Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.
• Provide on-call support or information systems / applications to internal customers and business partners.
• Provide first and second level backup support by identifying, analyzing, and solving customer reported problems with systems and applications, over the phone.

Need to have :

Five years of information technology experience.

Nice to have :

Assisting customers with the installation and maintenance of individual and multiple workstations in person, as well as over the phone.

Quickly analyze software, application, and network problems.

About the department :

Technology is the foundation of our work - and the work of every county employee. The Information Technology department is here to help our employees work smarter, faster and better. It is made up of 9 divisions : Business Solutions, Service Management Office, Architecture, Central Services Administration & Imaging Operations, Enterprise Development, IT Finance & Support Services, Operations, IT Strategic Alignment, IT Security.

About Hennepin County :

Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align with our mission to serve residents through transformative services that eliminate disparities, eliminate inequities, and create opportunity for all and our vision of a community where all people are healthy, all people are valued, and all people thrive.

Our employees receive a combination of competitive benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at (login as Guest).

Hennepin County envisions an organization where our commitment to diversity and the elimination of disparities is fundamental in providing excellent service to our community.

Your future. Made here.

This posting may be used to fill current and future vacancies.

Watch this video for application best practices and tips.

This position may have access to systems or other documentation that contains HIPAA data.

Invitations to interview will be based upon an assessment of education and experience.

All candidates for IT department positions must pass a fingerprint-based criminal background check prior to hire and maintain eligibility for Level 3 access to Criminal Justice Information (CJI), as required by the Minnesota BCA and FBI CJIS Security Policy. These roles may involve access to sensitive data and systems, and continued employment is contingent upon successful completion of CJIS training, adherence to security protocols, and periodic background rechecks.

If you have any questions, please contact :

Talent Acquisition division

Hennepin County Human Resources department

Submit a request at or 612-348-7855

hcpromo

Why work here?

Hennepin County embraces the Total Rewards philosophy. We want our employees to succeed - not only at work but as they move through life and its milestones. We offer advantages and opportunities others can't - including :

By working in public service, we are a part of something larger than ourselves. Together, we support those in need. We help people access information and services. We empower vibrant and diverse communities. We serve residents.

Visit our benefits page to learn more : bridge.hennepin.us / eligibility.

If you are a current Hennepin County employee please be aware that any change in job classification may affect your current benefits (such as a conversion from Vacation / Sick Leave to Paid Time Off and / or enrollment in a Health Care Saving Plan.) Information about the impact of job changes on benefits can be found

01

Are you a current regular or probationary employee of the Hennepin County IT department?Limited duration employees not eligible.

02

This position is located at the Hennepin County Government Center at 300 South 6th Street, Minneapolis, MN 55487. Work hours will be Monday through Friday, 8 a.m. - 4 : 30 p.m. New Employee Orientation (NEO) for all new benefit-earning employees is in-person in downtown Minneapolis. Details about NEO will be provided upon hire.

Are you willing and able to meet these requirements?

03

Which of the following best describes your technical education and / or experience? Check all that apply.

04

In which of the following areas have you earned a technical certificate or degree? Check all that apply.

05

What is the highest level of degree you have earned in the area(s) you indicated above?

06

Describe your education including area(s) of study, school(s) attended, and degree(s) / certification(s) earned. If you have not completed a degree(s) / certificate(s), list 5 or more college / vocational technical courses that you have completed. If you have not completed a degree / certificate / courses, type "None" in the space provided.

07

How many full-time equivalent years of IT experience do you have?

08

Describe your IT experience, referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

09

Within the last five years, how many years of experience do you have working in an IT service desk and desktop support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person?

10

Briefly describe your experience within the last five years working in an IT service desk and desktop support area while providing problem analysis resolution, escalation, and follow-up, over the phone and in person, referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

11

Do you have work experience assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person?

12

Briefly describe your work assisting customers with the installation and maintenance of PCs and mobile devices over the phone and in person, referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

13

How many years of experience do you have using incident tracking software?

14

Briefly describe your experience using incident tracking software, referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

15

Do you have experience with Information Technology Service Management (ITSM)?

16

Briefly describe your experience with Information Technology Service Management (ITSM), referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

17

Do you have experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level?

18

Briefly describe your experience providing support for Windows 10 and 11 operating systems and Microsoft Office 365 at an advanced user level, referencing jobs listed in your application / resume. If you do not have this experience, type "None" in the space provided.

19

In which of the following have you had experience using and / or supporting? Check all that apply.

20

Your response to this question will help us evaluate the effectiveness of our recruiting sources and methods. Please choose the one source that best describes how you first learned about this promotional job opening. Please review all possible choices before making your selection .

21

For the recruitment source selected above, please provide the specific name of the person, website, or media source.

Required Question