IT Support Specialist - Service Desk (Duluth)(Open)
St. Louis County, MinnesotaKind of Work
-
The IT Support Specialist is the face of our IT department and must maintain excellent customer interactions. The IT Specialist interacts with customers by telephone, electronically or face to face to perform technical work such as resolving workstation, peripheral and network support service problems. The IT Specialist assists customers by effectively triaging unresolved service tickets (by gathering information, categorizing, prioritizing) and routing tickets to other IT Support teams for assistance in resolution.
Please note: The normal business hours of this position are 8:00 AM - 4:30 PM.The salary range reflected above is the normal hiring range for 2024. The full salary range, including longevity pay, is $24.60 - $34.37 per hour.This position is part of the Civil Service Basic Unit Employees Collective Bargaining Agreement represented by Council 5 of AFSCME. Distinguishing Features of Work
-
An employee in this class is responsible for providing assistance to customers in resolving workstation and network hardware, software, and operational problems throughout the County. Duties include troubleshooting hardware, software, and network problems; responding to service desk calls and providing solutions, information and/or technical assistance to customers; preparing, monitoring, and operating computer systems to ensure proper and timely processing of all jobs; preparing and mounting input/output media onto the system; establishing and maintaining automated and/or hard copy files, records, logs, and tape library; and installing, moving, and maintaining system hardware. The work is performed in accordance with department policies under the work direction and guidance of designated supervisory staff.
Work Environment
These work environment factors are general in nature and may vary depending on the specific position being filled. CONSTANT: Near, midrange and far vision; hear within 5 feet; move about; work around others; customer/public contact; and work inside. FREQUENT: Lift and carry up to 50 pounds; balance; climb stairs; crouch; feel; use fingers; grasp; handle; reach; sit; stand; stoop/bend; talk/speak; twist at waist; walk; right and left wrist turn; work alone or with others; and drive.
Selection Process
-
MINIMUM QUALIFICATIONS (Pass/Fail):
- An Associate's degree in Computer Information Systems, IT Support, IT Network Administration, Computer Science, or a closely related field; OR equivalent education and experience as determined by the Human Resources Director.
- Possession of a valid driver's license.
RATING SYSTEM:
Supplemental Questions will be 100% of the scoring process:
Points will be awarded based on the applicants answers to supplemental questions 8-12.
Experience beyond ten years may be included on the application for purposes of meeting minimum qualifications or informing the hiring authority of your complete employment history.
Please Note: When answering the supplemental questions on the website, the webpage may time out after 30 minutes. It's recommended you draft your answers in a Word document and copy/paste the answers into the application when you're finished writing. Failure to answer all of the questions on the "Supplemental Questions" page within 30 minutes may result in the deletion of your answers by the application system.
TENTATIVE RECRUITMENT & SCREENING PROCESS SCHEDULE:- October 22, 2024 - Applicant screening will begin.
- Week of November 4, 2024 - Supplemental question scoring to be completed
- Week of November 18, 2024 - Interviews to be conducted
ESSENTIAL FUNCTIONS:
The essential functions for this position are listed under the "ILLUSTRATIVE EXAMPLES OF WORK" on the specification, available in the Human Resources Department or online at www.stlouiscountymn.gov/jobdescriptions.
VETERANS PREFERENCE:
If you are eligible to apply for Veterans Preference, please attach to your application a copy of document(s) listed for the option that applies to you:- Veteran: DD214 noting character of service
- Disabled Veteran: DD214 & compensable disability award letter issued within the last 6 months.
- Spouse of Disabled Veteran: DD214 & compensable disability award letter issued within the last 6 months & marriage certificate. (Eligible only if Veteran is unable to qualify because of the disability.)
- Spouse of Deceased Veteran: DD214, Marriage Certificate and Death Certificate.
PHYSICAL-MEDICAL STANDARDS:
Qualified applicants must be able to perform the essential functions of the position with or without reasonable accommodation. Applicants selected must meet the physical requirements for the position.
DRUG TESTING:
Applicants selected for appointment must take and pass a drug test.
BACKGROUND CHECK:
Applicants selected for appointment to a position with St. Louis County are subject to a background investigation.
EMPLOYMENT ELIGIBILITY VERIFICATION:
All new employees must submit documentation verifying identity and employment eligibility within three days of their first day of employment.
PROBATIONARY PERIOD:
Appointees to the position must successfully complete a twelve-month probationary period prior to being certified for permanent employment.
NON-DISCRIMINATION:
St. Louis County is an equal opportunity and veteran-friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender identity, marital status, familial status, age, sexual orientation, status with regard to public assistance, disability, genetic information, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.