ITS 2 Help Desk Operations Lead

Company: State of Minnesota
Location: Saint Paul
Posted on: April 3, 2021

Job Description:

ITS 2 - Help Desk Operations Lead - State of Minnesota - Saint Paul, MN Sign In or Create Account Use Facebook or Google to sign in or register with SimplyHired. Continue with FacebookContinue with Google By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy. ERROR ERROR Refresh the Page Job Title, Skills or Company City, State, ZIP or "Remote" Search Jobs HR Tools Post Jobs Sign In / Sign UpSign In / Create Account Job Seeker Employer ATS Human Resources Sign In / Sign UpSign In / Create Account Job Seeker Employer ATS Human Resources Post Jobs Free Human Resources Resume Builder Company Pages Job Tools Local Jobs Salary Estimator Careers Resumes Cover Letters Job Descriptions Contact Us United States United StatesCanada ArgentinaAustraliaBelgieBrasilDeutschlandEspanaFranceIndiaIrelandItaliaMexicoNederlandOsterreichPortugalSchweizSouth AfricaSverigeUnited Kingdom 2021 SH Inc. - Privacy - Terms - Privacy Center - Do Not Sell My Personal Information ITS 2 - Help Desk Operations Lead State of Minnesota - 3.6 Saint Paul, MN Apply Now Job Details Full-time$24 - $39 an hour5 hours ago Benefits Life insurance Disability insurance Health insurance Flexible spending account Dental insurance Qualifications Help desk Active Directory ITIL Operating systems Microsoft Office Bachelor's degree Associate's degree Full Job Description This position is responsible for providing lead direction for day-to-day operations of the Help Desk, focusing on customer support, ticket resolution, and managing support operations. The incumbent provides lead work direction and training to Help Desk staff and supervises Help Desk student workers. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other ITS staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff. All employees of Saint Paul College are responsible for promoting a culture that supports diversity and inclusion in all forms. Qualifications Minimum Qualifications Position requires a minimum of three (3) years of experience providing technical support in an enterprise environment that includes the following: Responsible for providing technical support via the phone, in person, and via written responses. Experience using, managing, and improving a service desk ticketing tool. Experience supporting issues across a broad set of applications and operating systems. Experience with Active Directory and Office 365. Bachelor's degree in the area of IT or business; an Associate's degree in the area of IT and 2 years of related IT and customer service experience; or 4 years of related IT and customer service experience. Excellent interpersonal, written, and oral skills sufficient to communicate complex technical ideas and procedures to technical and non-technical staff, faculty, administrators, and students. Demonstrated understanding of networking, wireless, and VPN solutions. Ability to promote collaboration between cross-functional teams. Ability to work on a diverse team. Preferred Qualifications Demonstrated experience providing lead work direction. Demonstrated experience analyzing tickets or incidents to identify trends and problems and develop recommendations for management. Demonstrated experience creating, updating, and managing technical support knowledge articles. Excellent troubleshooting skills and ability to diagnose/resolve a variety of issues at an enterprise level. Understanding of best practices in project management principles and gathering stakeholder input in regards to providing outstanding Help Desk services. Experience working in a higher education environment. ITIL Foundations training and certifications. Additional Requirements In accordance with the Minnesota State Colleges & Universities (MnSCU) Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to MnSCU's vehicle use criteria and consent to a Motor Vehicle Records check. Application Details Other Information Employment information for this position can be found in its collective bargaining agreement or its plan document at Why Work For Us GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year. Saint Paul College is committed to supporting diversity in all of its forms. Applicants representing diverse backgrounds are encouraged to apply. The safety of all members of the Saint Paul College campus community is of vital concern. The most recent Annual Compliance and Security Report is available on the College website at How to Apply Click Apply at the bottom of this page. If you have questions about applying for jobs, contact the job information line at . For additional information about the application process, go to Contact If you have questions about the position, contact Michele Lamm at or 651/846-1400. AN EQUAL OPPORTUNITY EMPLOYER Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status. Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at or email . Please indicate what assistance is needed. 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Keywords: State of Minnesota, St. Paul , ITS 2 Help Desk Operations Lead, Other , Saint Paul, Minnesota