Endpoint Support Technician - ITS2

Endpoint Support Technician

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

Location: St. Paul

Telework Eligible: Yes #LI-Hybrid

Full/Part Time: Full-Time

Regular/Temporary: Unlimited

Who May Apply: Open to all qualified job seekers

Salary Range: $28.18 - $45.82 / hourly; $58,839 - $95,672 / annually

Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE

FLSA Status: Nonexempt

Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800+ professionals of Minnesota IT Services who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

Minnesota IT Services is seeking a skilled Endpoint Technician to deliver top-notch 2nd-level technical assistance to support daily operations. The role involves collaborating with various teams, resolving incidents via phone, remote access, and direct user interaction, and ensuring effective tracking of all activities in the internal system. Responsibilities also include configuring hardware, installing software, troubleshooting connectivity issues, and upholding robust security measures on devices. The ideal candidate will excel in documentation, adhere to established processes, and consistently deliver high-quality services to agencies.

In addition to the primary onsite work location listed below, the incumbent will provide support to agencies throughout the St. Paul Skyway system, including (but not limited to) the Town Square Building, Golden Rule Building, Metro Square Building, and the Great Northern Building, and may also support other locations along the Skyway corridor as operational needs arise.

Key Responsibilities:

• Provide 2nd-level technical support to Minnesota IT Services staff and business partners.
• Liaise with other teams to resolve issues and ensure efficient incident resolution.
• Monitor and resolve requests/incidents through the internal tracking system.
• Perform laptop/desktop imaging following predefined procedures.
• Install/configure software and collaborate with the packaging team for automation.
• Install and configure mobile devices using predefined processes and procedures.
• Document team software needs proactively.
• Provide limited support for print devices and MFDs.
• Diagnose and troubleshoot workstation, mobile device, connectivity, and application issues.
• Implement and maintain appropriate security controls on endpoint devices.
• Assist users in issue resolution and identify enterprise-level solutions.
• Document, implement, and follow processes to ensure a consistent end-user experience.
• Collaborate with team members/leads to create or modify processes.
• Identify opportunities for automation and process enhancement for improved efficiency.

Join our team and contribute to the enhancement of technical support services while providing exceptional assistance to our stakeholders.

This position requires an employee to be onsite at 445 Minnesota St, St. Paul, Minnesota at least 50% of the time, with some opportunity to perform work from a telework location. Telework for Minnesota IT Services is available on a limited basis. Employees will be required to meet current telework eligibility requirements.

Minimum Qualifications

• This position requires a minimum of two (2) years of IT experience.
• Experience must include:
• Experience installing, setting up, configuring, and troubleshooting, of computer hardware, software, and peripherals.
• Experience with current mobile (Android, iOS), Windows Client Operating Systems, and MacOS.
• Experience with MS Office and industry standard web browsers.
• Experience with remote support and collaboration tools (e.g., Bomgar, Beyond Trust, TeamViewer, Config Man, RDP, Microsoft Teams, Webex Teams, Slack, Zoom, etc.)
• Experience working with incident logging, work tracking systems for retrieving ticket queue for work orders. (e.g., Remedy on Demand, Footprints, ServiceNow, etc.)
• Experience imaging desktops and laptops for deployments (e.g., MECM, Ghost or Acronis)
• Experience providing customer service and communication effectively.
• Experience with print management, set up, and configuration of printers and MFCs.
• Experience and knowledge of Microsoft Group Policies, Active Directory, AD permissions, and OU structures.
• Experience in vulnerability remediation and patch management.
• Experience working in a networked environment, TCP/IP, cabling, switches, VPN, and wireless resources.
• Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.
• Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master's degree for eighteen (18) months of experience; a bachelor's degree for one (1) year; and an associate's degree for six (6) months.

Preferred Qualifications

• Experience multitasking, prioritizing, working on deadlines, and creating efficiencies.
• Experience writing documentation and presenting ideas to groups of people.
• Experience with digital distribution services (e.g. Google Play Store, Microsoft MECM, Microsoft Store, or Apple App Store).
• Demonstrated ability to translate technical information for non-technical staff.
• Experience in problem-solving methodology with the ability to multitask in a fast-paced environment.
• Proficient in communication and interpersonal skills as applied to interaction with customers, coworkers, and others.
• Ability to effectively organize and prioritize work and perform in an effective and timely manner.
• Experience working with digital encryption methods (e.g., Bitlocker).
• Comfortable working as part of a team and independently.

Physical Requirements

• Requires moving/lifting devices such as desktops, monitors, laptops, and miscellaneous equipment from multiple locations (Desk to desk or from one agency site to another), lifting devices up on to storage shelves above head (40 lbs.) and being able to gain access under desk.

Additional Requirements

• It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:
• SEMA4 Records Check (applies to current and past state employees only)
• Criminal History Check
• Reference Check
• Social Security and Address Verification
• Education Verification
• CJIS Background Check
• Driver's License Check
• Other legally required checks
• Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.
• 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