Shire Jobs

Position Description This position is currently restricted to City of Minneapolis Employees that currently work in the Information Technology Department This position serves as the IT department central point of contact in a help desk environment to provide triage and level 1 technical support, analysis, troubleshooting and escalations related to computer systems, hardware, or software. Work Location This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office. Job Duties and Responsibilities * Provide remote technical assistance and support for incoming queries and issues via phone, email and chat related to computer systems, software, and hardware. * Interview users and perform level 1 troubleshooting techniques and triage to collect information about problems and lead users through diagnostic procedures to determine source of issue and best course of action. * Take ownership of and responsibility for the requests and prioritize them in accordance with procedures and Service Level Agreements. * Rely on instructions, pre-established guidelines and knowledge articles to solve and/or escalate more complex incidents and requests to higher level and other resolvers. * Update training materials, knowledge articles and help files. * Provide level 1 remote computer/software training, assistance, walking customer through problem-solving process. * Monitor user problems and system issues identifying trends and patterns and when necessary provide feed-back information to relevant IT staff regarding any recurring problems or issues being experienced. * Follow up with customers to ensure issue has been resolved and gain feedback from customers about resolution and satisfaction. * Run reports to determine malfunctions that continue to occur. * Monitor the progress of requests for support and ensure that users and other interested parties are kept informed. * Log and track request and incident tickets using an IT Service Management system, and maintain related incident resolution history and documentation. * Maintain hardware and systems inventories. * Act as a lead/mentor to peers and Service Desk Agent I * Evening/weekend and shift work may be required WORKING CONDITIONS: Office Setting Required Qualifications Minimum Qualifications High School Diploma or Equivalent Minimum Experience One year of experience in IT Help Desk or customer service environments Licenses and Certifications A+ Certification Additional IT-related certifications and training are a plus, but not required. Equivalency An equivalent combination of education and experience closely related to the duties of the position MAY be considered. Selection Process The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process. Background Check The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Union Representation This position is represented by a collective bargaining agreement betwe n the City of Minneapolis and the . Eligible List Statement The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire one month after it has been established. Interview Selection The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position. Knowledge, Skills and Abilities * Successfully complete City-provided IT-related training and/or certifications * Strong customer service skills * Strong interpersonal skills * Strong oral and written communication skills * Working knowledge of computers and computer applications * Proven ability to work independently and as a team member * Troubleshooting and problem solving skills and the ability to review related information to develop and evaluate options and implement solutions * Ability to search knowledge articles, obtain and enter customer information and navigate through IT ticketing system * Good organizational, multi-tasking and time-management skills * Good listening skills and the ability to learn quickly and apply * Ability to maintain effective working relationships with City customers and co-workers * Strong and effective leadership qualities As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis. The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.