Computer Support Analyst - St Paul, United States - Metro-INET

Description

Candidates applying by or before April 17th will be prioritized in the review process

About Us

Metro-INET provides IT services to over 40 cities and public agencies in the Twin Cities metropolitan area. Our team supports agencies throughout the Northeast Metro Area (Anoka, Ramsey and Washington Counties), both on-site and remote, and we are looking for candidates who live in or near that area. Metro-INET seeks a Computer Support Anaylst. We strive to provide excellent IT service to our customers, who are hardworking civil servants, police officers, and firefighters. We're looking for somebody who shares our commitment to maintaining that quality level and will use their experiences and skills to identify areas where we can improve and help us get there.

We are currently hiring a COMPUTER SUPPORT ANALYST.

Location

Initial training will be in our Roseville office. Within 3 months, the Customer Support Analyst will be based in Anoka County and begin providing field services primarily in Anoka, St. Francis, East Bethel, Ham Lake, and the surrounding areas. Therefore, you must have reliable transportation, vehicle insurance, and a suitable driving history.

Compensation

In addition to a rich benefits package, the anticipated hiring pay range for this position is $ $44.75 per hour, depending on qualifications, with the possibility to advance to $48.21 per hour in this position.

Job Scope

This position provides mid-level customer support to end users with minimal supervision. This position independently analyzes, troubleshoots, and resolves Tier 2 support issues, defined as less common computer issues with a medium to a high degree of novelty, complexity, or financial/business impact. This position works with vendors and other team members to find appropriate solutions, effectively manage customer expectations, and proactively share additional features, services, and products with customers. The Computer Support Analyst participates in knowledge retention, end-user training, and records compliance for the IT Service Desk team.

Essential Duties and Responsibilities Include:

• Receive escalated incidents and problems. Troubleshoot, analyze, and resolve issues, specifically complex hardware & software configurations involving multiple interconnected components. Ensure all tasks are appropriately communicated and resolved to the customer's satisfaction.
• Implement hardware and software maintenance, including patching. Assist in maintaining network system integrity, data integrity and client computer integrity. Assists in network application software support.
• Research questions on the use of technology and recommend standards.
• Lead IT projects with medium impact and risks. Mentor project team members.
• Guide other staff members. Assist in onboarding new team members. Assist in facilitating staff meetings.
• Draft user notifications for system changes or issues, security alerts, and new software/hardware releases.
• Recognize and report trends by maintaining awareness, applying critical thinking, and analyzing records.
• Image and configure new computers following standard procedures. Reimage existing computers. Decommission old or damaged computers.
• Accurately inventory user's current hardware and the allocation of new hardware to users. Assist with systems administration functions, managing user accounts and profiles.
• Assist in developing user adoption plans and delivering training to end users and co-workers on IT-initiated or updated technologies.
• Attend workshops, classes, or training to build and maintain knowledge of current and emerging technologies. Maintain required technical certifications and knowledge related to the position.
• Maintain internal and user-facing documentation to ensure accuracy and usability.
• Work with vendors to maintain, support, and improve our technologies.
• Maintain a high degree of professionalism, courteousness, and friendliness while performing all duties accurately and timely.
• Perform other duties and assume responsibility as assigned or apparent.

Knowledge, Skills, and Abilities

• Troubleshoot, analyze and resolve computer issues. Configure and troubleshoot business software including Microsoft Office suite (desktop and 365), Windows OS, and various document management, accounting, permitting, fire and police dispatch, GPS and police video systems.
• Demonstrated success working with people at all levels in the organization to establish goals, objectives and action plans to produce expected results.
• Excellent organizational, technology, and customer service skills. Ability to juggle multiple and changing priorities.
• Ability and desire to project a professional image through knowledge of job, positive attitude, and accurate and timely completion of work.
• Ability to follow work plans, understand priorities and provide technical expertise for efficient and effective IT operations.
• Responds to emergencies in a timely, efficient and effective manner.
• Ability to communicate effectively to technical or non-technical audiences, both orally and in written format using tact, sensitivity and understanding of diverse audiences to build trusting and cooperative relationships.
• Ability to solicit and relay feedback to identify opportunities for improvement in new services, features, or updates.
• Comfortable operating in a rapidly evolving environment, adapting quickly to new information, and re-prioritizing as needed.
• Ability to act without supervision and to exercise appropriate independent judgment
• Ability to pass a BCA CJIS criminal background check.

Minimum Qualifications (Equal and/or combined education and experience may substitute minimum qualifications)

• Associate's degree in computer science, management information systems or information technology.
• Three (3) years of professional experience supporting computer end users.
• Thorough knowledge of Microsoft Office suite, Microsoft Active Directory and/or Azure Active Directory.
• Expert knowledge of Microsoft Windows deployment and Office Suite deployment through O365.
• Demonstrated knowledge of TCP/IP, DNS, and DHCP protocols.
• Experience supporting remote users.
• Experience supporting mobile devices.

Preferred Qualifications

• Bachelor's degree in computer science, management information systems, or information technology.
• ITIL Foundations V3 or V4 certification.
• MCDST or CompTIA A+ certification.
• Windows OS certification.
• Plain Language training.
• Project Management certification.
• Continuous Improvement experience.

Physical Demands & Working Conditions

• Work is performed in an office setting, where the incumbent will be exposed to noise and a regular flow of people. Headaches, eyestrain, and other related occupational hazards reflect the most common potential for injury. Work is light duty and sedentary, with the ability to lift, carry or push up to 50 pounds.
• This position is frequently exposed to mental effort and stress is assigned to changing priorities, and performs work requiring attention to detail under deadlines.
• The ability to operate and interact with computers or other office equipment via keyboard, mouse, or touch screen is required.
• A valid Class D driver's license and the use of a personal vehicle may be required. Mileage expense reimbursement will be based on Metro-INET's personal vehicle use policy.

Why Work Here?

We want our staff to feel successful in all aspects of life - to advance and grow in the job they're good at while serving communities they care about. We're proud to offer advantages that can't easily be found elsewhere: meaningful work through public service, support for you and your family through generous benefits along with flexible and remote work options, and support for your advancement in life through competitive pay, opportunities to grow, and a commitment to your success.

Our amazing benefits program includes (but is not limited to) low or no employee cost for:

• Medical insurance
• Dental Insurance
• Disability (both short and long-term)
• Life Insurance
• Vision Insurance

We also offer:

• HSA and FSA (both medical and dependent care)
• Deferred compensation plans
• Pension
• 12 paid holidays annually
• PTO
• 6 weeks of paid parental leave
• Tuition reimbursement
• Employee Assistance Program
• Health and Wellness Programs

Metro-INET is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the organization will provide reasonable accommodation to qualified individuals and encourages both prospective and current employees to discuss potential accommodations with the employer.

Metro-INET is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the organization will provide reasonable accommodation to qualified individuals and encourage prospective and current employees to discuss accommodations with Metro-INET.

E-Verify Notice

This organization participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Admnistration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Employers can only use E-Verify once you have accepted a job offer and completed Form I-9.

E-Verify Works for Everyone. For more information in E-Verify, or if you believe that your employer has violated its E-verify responsibilities, please contact DHS E-

Espaol:

Este emploeador participa en E-Verify y proporcionar al gobierno federal la informatcin de su Formulario I-9 para confirmar queue usted est authorized para trabahar, este empleodor est autorizado para trabajar en los EE.UU.

Si E-Verify no puede confirmar queue usted est autorizado para trabajar, este empleador est requerido a darle instructions por escrito y una oportunidad de contactor al Departamento de Seguirdad Nacional (DHS) o a la Administracin del Seguro Social (SSA) para que puenda empezar a resolver el problems antes de que el empleador pueda tomar cualquer accin en su contra, incluyendo la terminacin de su empleo.

Los empleadores slo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9.

E-Verify Funciona Para Todos. Para ms informacin sobre E-Verify, o si usted cree que su empleador ha violado sus responsabilidades de E-Verify, por favor contacrte a DHS E-