Support Analyst - Tech Bar

Education/Experience:

Any of the following combinations of completed education (in information technology support or related field) and experience (in information technology support, customer service in an ITIL best practices support environment emphasizing incident and problem management, service-level management, asset management, security compliance, and adherence to documented policies, standards, and procedures).

• Bachelor's degree or higher with zero to two (0-2) years of experience.

• Associate degree with two (2) years of experience.

• High school diploma/GED with four (4) years of experience.

What additional skills and experience would be helpful in this job (desired qualifications):

• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory, Group Policy, and endpoint security tools.
• Knowledge of software deployment, patching, and device management tools (e.g., SCCM, Intune).
• Knowledge of ITIL best practices for incident and asset management.
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
• Skilled in prioritizing and resolving service tickets efficiently.
• Skilled in communication and collaboration with users, technical staff, and management.
• Skilled in analyzing and identifying trends or root causes of recurring technical issues.
• Ability to identify potential IT security-related situations.
• Ability to deliver high-quality, customer-focused technical support.
• Ability to guide or mentor less experienced staff as needed.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Ability to adapt to evolving technologies and organizational needs.

What knowledge, skills and abilities you should have within the first six months on the job:

• Familiarity with the ticketing system.
• Understanding of the inventory management processes to ensure in-scope hardware is available.
• Time management skills to ensure adherence to tech bar availability.
• Attention to detail.
• Team collaboration.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage and support staff in contributing to a dynamic work culture that improves the Council's ability to serve the region.
• We encourage and support staff in bringing the full range of experiences and identities that define them to the workplace.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits, and a good work/life balance.

More about why you should join us!

Union/Grade: AFSCME/Grade F
FLSA Status: Non-Exempt
Safety Sensitive: No
Full Salary Range: $36.43 - $59.13 hourly / $75,774 - $122,990 annually

Selected candidate must pass CJIS certification prior to starting.

What your work environment would be:
You would perform your work in an office setting. Work may sometimes require travel between your primary work site and other sites.

Disclaimer:
The responsibilities listed are typical of the position included in the job classification; however, not all duties are necessarily performed by each specific position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Regular attendance is an essential responsibility.

What steps the recruitment process involves:
1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), a background check which verifies education, employment, and criminal history, and pass CJIS certification prior to the start of employment. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass CJIS certification, pass a criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.