IT Service Desk Support Technician - IT Solution Center - Minneapolis Public Schools

Below is specific information for you to consider about this position.

Job Title: IT Service Desk Support Technician - IT Solution Center  and Requisition ID number: 102312

Close Date: 11:59 PM on 03/06/2020 

Organizational Unit:  IT Solution Center (10001006) 

Site:  Davis Center (0001) 

FTE:  1.0 FTE - 40 hours/week; this is based on full-time equivalency with 1.0 being full time

Union:  MACA(02) 

Functional Area:  Administrative 

Resume and Cover Letter are mandatory to apply for any position.

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SUMMARY

Under general supervision, provides first-level technical support and specialized Service Desk support functions for District IT system users.

ESSENTIAL FUNCTIONS --Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.  This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Responds to client/user service desk call and tickets for Information Technology (IT) services.
• Works within assigned service desk team and follows District IT guidelines, policies and procedures; performs work within scope of authority and training.
• Connect with user to collect information about technology problems and technical issues within the scope of IT service tickets and leads user, in person or remotely, through diagnostic procedures to determine source of error.
• Defines problems, identifies and isolates errors, and implements technical solutions within District IT guidelines, procedures and authorization to solve problems.
• Provides level 1 technical support and other specialized service desk services; explains IT issues, and implements solutions according to IT Department standards, guidelines and procedures; follows up with users to assure the optimal functionality of the users’ systems.
• Implements technical solutions and workarounds as designed by level 2 support and per District IT knowledge base articles and provide training.
• Performs Service Desk tasks and activities; routes service tickets per established workflow, policies and procedures; tracks the problem until it has been resolved.
• Installs, moves, updates and integrates computers, workstations, network systems, communications equipment, and peripherals; installs and configures software upgrades, enhancements and revised functions; verifies functionality, compatibility and performance of IT systems.
• Uses IT approved tools, equipment and procedures to repair computers, equipment and peripheral devices.
• Documents work completed using the IT ticketing system and maintains IT records; notifies manager and other technicians of unusual problems or problem trends in order to facilitate continued improvement of client services by utilizing ticketing system workflow.
• Identifies technical problems which need to be addressed by improved policies and procedures using ticketing system workflow.
• Maintains and enforces all aspects of security and confidentiality of records and information.
• Engages in creating and editing knowledge base articles for Service Desk ticketing system as knowledge is transferred from IT level 2 teams.
• Assists in evaluating new technology, and administering equipment inventory.
• Demonstrates courteous and cooperative behavior when interacting with students, clients, visitors, and MPS staff; acts in a manner that promotes a harmonious and effective workplace environment 
• Enthusiastically promotes the Superintendent’s goals and priorities in compliance with all policies and procedures.
• Maintains absolute confidentiality of work-related issues, records and MPS information.
• Other duties or tasks may be assigned on an as-needed basis
• At times may be required to work outside normal business hours and work extended hours to accomplish requirements of the position.

MINIMUM QUALIFICATIONS

Education, Training and Experience Guidelines

Associate’s Degree in computer technology or a closely related field; AND one (1) year of demonstrated technical helpdesk experience, preferably in a school environment; OR an equivalent combination of education, training and experience as determined by Human Resources.   

Knowledge of:

• Troubleshooting techniques for computer hardware, software and peripheral equipment.
• Technical support principles, processes, and standards.
• Networked computer system environments and peripheral device capabilities.
• Instructional technology equipment setup procedures and maintenance standards.
• Software applications and operating systems used at MPS, including Microsoft OS and MAC OS.
• Principles and protocols for the management of MPS electronic information.
• IT access policies, and data security protocols.

Skill in:

• Diagnosing and resolving technical problems in a network environment.
• Responding professionally, effectively and efficiently to customer service requests.
• Assessing customer support needs, and implementing effective solutions.
• Using basic tools and procedures for repairing computers, equipment and peripheral devices.
• Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
• Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
• Establishing and maintaining effective working relationships with co-workers and clients.
• Communicating effectively verbally and in writing.

LICENSE AND CERTIFICATION REQUIREMENTS

A valid Minnesota State Driver’s License required. 

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Work is performed in a computer laboratory and standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage.  Requires vision capacity to perform fine calibrations and differentiate between colored wires

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Final candidates may be invited to interview with a committee. Final appointment to this position will be contingent upon passing a criminal background check.

COMMITMENT TO DIVERSITY:
Diversity is one of Minneapolis Public Schools core values and is essential to our goal of putting children first and making them college-ready.  Diversity of our workforce provides us with a competitive advantage and allows us to better understand, communicate with and educate our diverse student body. Minneapolis Public Schools will not deny anyone the opportunity for training or employment because of race, color, creed, religion, national origin, gender or gender identity, marital status, status with regard to public assistance, disability, sexual orientation, age, family care leave status, or veteran status.

Minneapolis Public Schools strongly encourages diverse candidates to apply.

Posting Notes: | 12:01 AM On 03/06/2020 | IT Solution Center (10001006) | Davis Center (0001) | Administrative