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Minnesota IT Services · 3 days ago

Endpoint Support Technician - ITS2

St Paul, MN

Full-time

Hybrid

Entry, Mid Level

$28.18/hr - $45.82/hr

2+ years exp

Minnesota IT Services is the information technology agency for the State of Minnesota, seeking a skilled Endpoint Technician to deliver top-notch 2nd-level technical assistance. The role involves collaborating with various teams, resolving incidents, configuring hardware, and ensuring effective tracking of activities to support daily operations.

AppsInformation TechnologyIT Infrastructure

Comp. & Benefits

No H1B

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 mobiles 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

Qualification

Technical supportHardware configurationSoftware installationTroubleshootingWindows Client OSMacOSMobile devicesRemote support toolsIncident loggingImaging desktopsMicrosoft Group PoliciesActive DirectoryNetwork troubleshootingCustomer serviceDocumentationCommunication skillsTeam collaborationProblem-solving

Required

This position requires a minimum of two (2) years of IT experience

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

Preferred

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 effective and timely manner

Experience working with digital encryption methods (e.g., Bitlocker)

Comfortable working as part of a team and independently

Benefits

Paid vacation and sick leave

12 paid holidays each year

Low-cost medical, dental, vision, and prescription drug plans

Fertility care, including IVF

Diabetes care

Dental and orthodontic care for adults and children

6 weeks paid leave for parents of newborn or newly adopted children

Pension plan that provides income when you retire (after working at least three years)

Employer paid life insurance to provide support for your family in the event of death

Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury

Tax-free expense accounts for health, dental, and dependent care

Resources that provide support and promote physical, emotional, social, and financial well-being

Training, classes, and professional development

Tuition reimbursement

Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support

A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance

Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues

Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care