Desktop Support Professional

Desktop Support Professional

Consider a career with the University of Minnesota -- rated as a Star Tribute 2021 top workplace with previous awards from Forbes as one of America's best employers! Within the Office of Information Technology (OIT), we currently seek a Desktop Support Professional to join a support team that helps customers build positive relationships with technology to further progress the research, education, and outreach missions for the institution. As part of the team, you would use your unique talents to problem-solve and attend to customers' concerns empathetically and with compassion and to support our diverse University community. This position will provide an opportunity to work with multiple groups within User Support as well as customers across the University and will also contribute time to front-line support activities as time and workload allow.

What we value for our candidates:

• Strong customer focus and commitment to resolving concerns.
• Strong problem solving and hardware troubleshooting capabilities and an ability to make good and timely decisions.
• Ability to work independently and be self-directed.
• Ability to handle multiple responsibilities with a close attention to detail.
• Passion for learning new technology.
• Flexible and effective communication and writing skills.
• Composure when operating in a busy environment and ability to effectively manage time.

We Offer:

• MN State Retirement System (MSRS) pension plan - tax deferred.
• 13 paid vacation days per year (starting accrual rate), in addition to 13 paid sick days and 12 paid holidays.
• Reduced tuition opportunities covering 75% - 100% of eligible tuition.
• Excellent and affordable health care benefits.
• Wellbeing program with opportunity to earn lower health care rates.
• Employer-paid life insurance.
• Public Service Loan Forgiveness (PSLF) opportunity.
• Financial counseling services.
• Employee Assistance Program with eight sessions of counseling at no cost.
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area.
• Wellness program with opportunity to earn lower health care rates.
• Annual merit increase program.

Job Responsibilities:

• Using technical expertise, along with support tools (e.g. TeamDynamix (ITSM Ticketing Tool), Knowledgebase, Chat, and System Status) to troubleshoot escalated end user technology issues including non-routine and/or complex problems.
• Provide support via, face-to-face, phone, email, chat, and using remote tools as needed.
• Provide exceptional support for individual and multiple user devices in workspaces, labs, and clinics across the Health Care Component, including hardware failure and reimages.
• Work with hardware vendors as needed to support hardware troubleshooting.
• This role is 100% onsite.
• Exercise strong decision making skills and appropriate discretion related to the severity and prioritization of incidents.
• Escalate issues to subject matter experts that cannot be resolved.
• Create, document, and implement new solutions for our knowledge base.
• Continually build knowledge of new products and service offerings to provide effective advice and guidance to users.
• Stay connected in real-time communication channels.

Qualifications:

Required Qualifications:

• Bachelor's degree OR a combination of related education and work experience to equal at least four years.
• Experience and proficiency with hardware support (Windows/Mac)
• Strong customer focus and experience working in a customer facing role.

Preferred Qualifications:

• Experience providing technical support in the medical field or Higher Education.
• Some experience with endpoint management tools (Configuration Manager, AD and Jamf).

Pay and Benefits:

Pay Range: $55,000 - $60,000; depending on education/qualifications/experience.

Time Appointment: 100%

Appointment Position Type: Civil-Service & Non-Faculty Labor Represented Staff.

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off.
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program.
• Low-cost medical, dental, and pharmacy plans.
• Healthcare and dependent care flexible spending accounts.
• University HSA contributions.
• Disability and employer-paid life insurance.
• Employee wellbeing program.
• Excellent retirement plans with employer contribution.
• Public Service Loan Forgiveness (PSLF) opportunity.
• Financial counseling services.
• Employee Assistance Program with eight sessions of counseling at no cost.
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area.
• How To Apply:

  Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume. Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section. To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

  Diversity Employment Requirements:

  Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

  About the U of M:

  The University of Minnesota, Twin Cities (UMTC) The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations. At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022). The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.