IT Service Desk Agent I - In-Person Support

Position Description

Serve as the IT Department central point of contact in an in-person walk-in help desk tech hub environment to provide in-person triage and level 1 technical support, analysis, troubleshooting and escalations related to computer systems, hardware, or software.

Work Location : This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

• Provide first level remote and on-site face-to-face support from the City's in-person tech support center including maintaining, analyzing, troubleshooting, repairing, and installation for all IT supported hardware, software, and Windows operating systems, applications and all peripheral devices (Level 1).
• 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.
• 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.

Working Conditions : Office in-person support center setting

Required Qualifications

Minimum Qualifications : High school diploma or equivalent

Minimum Experience : N / A

Licenses / 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.

Incumbents may be eligible for promotion to IT Service Desk Agent II upon obtaining certification and meeting certain other criteria.

An updated resume to your application is strongly encouraged but not required

Selection Process

The selection process will consist of one or more of the following steps : a rating of relevant education and experience 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.

Union Representation

This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit (CAF). For more information on the terms and conditions of this agreement please visit : AFSCME General Unit - City of Minneapolis

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 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

to develop and evaluate options and implement solutions

through IT ticketing system

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.