ITS 2 Help Desk Operations Lead
Company: State of Minnesota
Location: Saint Paul
Posted on: April 3, 2021
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Job Description:
ITS 2 - Help Desk Operations Lead - State of Minnesota - Saint
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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. Apply Now Stay Connected
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Keywords: State of Minnesota, St. Paul , ITS 2 Help Desk Operations Lead, Other , Saint Paul, Minnesota
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