IT Desktop Specialist, Senior

General Description

Minimum Qualifications

• Associate’s Degree in Information Technology or closely related field AND Three years of experience providing end-user technical support, both in person and remotely, supporting Microsoft Windows 11 or newer environments, assisting users with a variety of computer applications, and operating and supporting audiovisual equipment (web cameras, microphones, speakers, etc.). OR A combination of post-secondary education and experience totaling five years Preferred Qualifications CompTIA A+ certificate Google IT Support Professional certificate IBM IT Support Professional certificate Information Technology Infrastructure Library (ITIL) Foundations Certification Microsoft Office Specialist: Expert (Microsoft 365 Apps) certificate Microsoft 365 Certified: Fundamentals certificate Microsoft 365 Certified: Endpoint Administrator Associate certificate Virtual desktop infrastructure (VDI) client support experience
• Associate’s Degree in Information Technology or closely related field

AND

OR

Duties & Responsibilities

• Computer Hardware Support: Troubleshoot, repair and replace desktop and laptop hardware. Install and upgrade keyboards, mice, monitors, docking stations and other peripherals. Coordinate the proper disposal of retired hardware. Common Operating Environment (COE) Software Support: Install, configure, maintain and troubleshoot the Microsoft Windows operating system and other COE software. Business Software Support: Assist users with installing, updating and maintaining business-specific software applications on their computers and may help users and application owners with software-related problems. (Not expected to be the subject matter expert for business-related software.) Assisting with Network Connectivity: Help users connect to the county network, including Wi-Fi, and access shared resources on the network. Conference Room Equipment Support: Assist users to setup and troubleshoot meeting room equipment. End-User Training: Provide training and guidance on effective use of COE computer hardware and software. Collaborate with other IT teams to integrate new technologies into the end-user environment. Recommend standards for computer hardware and software. Gather customer feedback and assist other IT teams when issues require in-person assistance. Other duties as assigned Essential functions 1-9
• Computer Hardware Support: Troubleshoot, repair and replace desktop and laptop hardware. Install and upgrade keyboards, mice, monitors, docking stations and other peripherals. Coordinate the proper disposal of retired hardware.
• Common Operating Environment (COE) Software Support: Install, configure, maintain and troubleshoot the Microsoft Windows operating system and other COE software.
• Business Software Support: Assist users with installing, updating and maintaining business-specific software applications on their computers and may help users and application owners with software-related problems. (Not expected to be the subject matter expert for business-related software.)
• Assisting with Network Connectivity: Help users connect to the county network, including Wi-Fi, and access shared resources on the network.
• Conference Room Equipment Support: Assist users to setup and troubleshoot meeting room equipment.
• End-User Training: Provide training and guidance on effective use of COE computer hardware and software.
• Collaborate with other IT teams to integrate new technologies into the end-user environment.
• Recommend standards for computer hardware and software.
• Gather customer feedback and assist other IT teams when issues require in-person assistance.
• Other duties as assigned

Knowledge, Skills & Abilities and Work Environment

• Knowledge Strong general knowledge of the Dakota County’s computing environment. Subject matter expert in specific technical areas. Working knowledge of the business functions of the departments and divisions supported. Skills & Abilities Strong customer service skills and approach. Excellent interpersonal and communication skills, with the ability to explain technical concepts in non-technical terms. Proficiency with technology and adaptability to new tools. Ability to balance shifting priorities and to multitask effectively. Strong problem-solving skills with close attention to detail. Work Environment This position requires extended periods of desk and computer work. Standard hours follow the county business day, Monday through Friday, 8:00 a.m. to 4:30 p.m., with occasional adjustments to meet business needs. Remote work is currently permitted one day per week; however, the role requires the ability to report onsite as needed or directed by the supervisor. The primary work location is in the Dakota County Administration Building in Hastings, Minnesota. However, occasional travel may be required between other county locations or to perform off-site support to county Administration and Elected Officials. Benefits Comprehensive and affordable medical, dental, vision, and other benefits Excellent work-life balance Generous paid time off Eleven paid holidays and one floating holiday each year Pension with a generous employer contribution Ability to work from home some of the time Selection Process You submit an online application that includes supplemental questions Candidates who meet the minimum qualifications are referred to the hiring manager for interview consideration We conduct interviews and reference checks before extending an offer We extend an offer and conduct background checks
• Strong general knowledge of the Dakota County’s computing environment.
• Subject matter expert in specific technical areas.
• Working knowledge of the business functions of the departments and divisions supported.
• Strong customer service skills and approach.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts in non-technical terms.
• Proficiency with technology and adaptability to new tools.
• Ability to balance shifting priorities and to multitask effectively.
• Strong problem-solving skills with close attention to detail.
• Comprehensive and affordable medical, dental, vision, and other benefits
• Excellent work-life balance
• Generous paid time off
• Eleven paid holidays and one floating holiday each year
• Pension with a generous employer contribution
• Ability to work from home some of the time
• You submit an online application that includes supplemental questions
• Candidates who meet the minimum qualifications are referred to the hiring manager for interview consideration
• We conduct interviews and reference checks before extending an offer
• We extend an offer and conduct background checks

Benefits

• Visit our Benefits site for more information.

Supplemental Questions