Minneapolis Public Housing Authority Hiring for IT Support Analyst at Minneapolis, MN Full Time

Internal Close date: June 23, 2022

Grade level: 11 (A)

Salary: $30.69 – 37.84 per hour

Department/Location: Information Technology/1001 Washington Ave N

Summary

The primary purpose of this position is to provide first and second level technical support to end users on various service management requests relating to hardware, software, and the organizations critical business systems. The incumbent is responsible for maintaining established service level agreements..

All activities must support the Minneapolis Public Housing Authority’s (“MPHA” or “Authority”) mission, vision and values.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.

• Provides exceptional customer service in person, via phone and email as appropriate; resolves service issues including but not limited to softphones and headsets, copiers, printers, scanners and fax, security camera client software, account lockouts and sync issues, troubleshooting hardware and software issues; provides redundancy support and performs user administration duties.
• Assists with developing, implementing, and reporting on service protocols.
• Ensures all agency desktops are in working order and at current patch levels and have the proper virus control; ensures all desktop phones are in working order.
• Develops and maintains installation and configuration procedures including computer imaging.
• Maintains inventory of all MPHA IT equipment, warranty data, serial numbers, and other pertinent information.
• Performs quality control/assurance procedures on the installation and maintenance of desktop equipment.
• Assists in identifying, researching, and resolving system software, database, hardware, and/or network problems, consulting frequently with other technical staff.
• Performs service management duties including recording service calls, maintenance activities, equipment inventory, trouble reports, and calls to vendors.
• Maintains and repairs telecommunication equipment hardware and/or software, isolating, and replacing failed components through the use of diagnostic tools.
• Researches and advises IT management on new technologies that will enhance agencies business processes.
• Maintains backups and repairs and/or recovers data from hardware or software failures.
• Performs onboarding/offboarding duties including account creation/deactivation, hardware assignments and mobile device management.
• Implements software and hardware, as instructed.
• Assists in the coordination of cybersecurity monitoring and vulnerability remediation.
• Assists in the provision of audio-visual support and troubleshooting.
• Provides backup support for other IT Department positions as appropriate.
• Performs other related duties as assigned.

Behavioral Competencies

MPHA expects all employees to exhibit the following behavioral skills:

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.

Effective Communication: Employee is prepared, clear, concise and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicates information with appropriate personnel in a timely manner.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone’s efforts to succeed.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.
Required Experience:

Education and/or Experience

Bachelor’s Degree in information technology, management information services, computer science, or related field and a minimum of three (3) years of experience in computer systems, desktop support or network enterprise system support (hardware or software level). An equivalent combination of education and experience may be considered.

Some positions may require possession of a valid driver’s license and the ability to be insurable under the Authority’s automobile insurance plan at the standard rate. Must pass a criminal history background check.

Technical Skills

To perform this job successfully, an individual should have above average abilities using computer software such as MS Word, Excel, Outlook, etc. and should be capable of using internet resources for research and developing advanced reports. Ability to learn other computer software programs as required by assigned tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; reaching and grasping; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to exchange information in person, in writing, and via telephone. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment. The noise level in the work environment is usually moderate.
From: Minneapolis Public Housing Authority

Benefits:

The Minneapolis Public Housing Authority also offers an excellent benefits package that includes: Medical and Dental Insurance; Retirement plan; 457 deferred compensation plan; Group term life insurance (and optional term life insurance plans for family members); Long term disability insurance; paid sick leave; paid vacation leave; 12 paid holidays per year; tuition reimbursement program.