Salary : $57,636.80 - $80,745.60 Annually
Location : Mankato, MN
Job Type: Full Time
Job Number: 2024-00036
Department: Information Technology
Opening Date: 04/16/2024
Closing Date: 4/29/2024 11:59 PM Central
DESCRIPTION
Under the supervision of the Information Technology Supervisor, this position helps support the services that individual County departments provide to the public by providing technology consulting, systems implementation, and technology support services to County departments. The Technical Support Specialist is responsible for installing user computer devices and software, supporting and maintaining user computer devices and software, effectively communicating with users regarding their technical problems and needs, recommending computer-related solutions, developing a general understanding of department specific software applications and departmental functions, maintaining requests from users via the IT department internal tracking system and providing support for user computer device network connections. Additional responsibilities include ordering and maintaining inventories of user computers and ordering supplies, monitoring current developments in the computer field, and performing related work as required or assigned.
DUTIES / RESPONSIBILITIES
ESSENTIAL FUNCTIONS:

1. Coordinates delivery of new user computer device hardware and software, installs and tests equipment and software, sets up and trains users on general computer device procedures (login, backup, etc.), removes software and transfers data from old computer device.
2. Supports and maintains user technology devices including County-owned desktop PCs, laptops, tablets, printers, scanners, phones, iPads, and others. Troubleshoots and repairs computer hardware, replaces defective parts, installs upgrades and updates, coordinates repair calls and technical support with outside vendors as a liaison with the user, and follows up on repair status. Troubleshoots and repairs peripheral devices, component conflicts and failures. Performs regular maintenance of computer devices and peripherals.
3. Supports and maintains user computer software. Answers users' software questions and installs upgrades. Research, test, and recommend new software, enforces software copyright and licensing laws, and maintains a working knowledge of County-owned personal device software programs. Provides support to users when they encounter software errors.
4. Communicate effectively with users regarding their technical problems and needs. Accurately and efficiently diagnose and recommend computer-related solutions. Trains users in the use of County-owned personal device hardware and software. Assesses user training needs and reports those needs to departmental management. Communicates with vendors, coordinating and monitoring the work the vendor performs for the County. Keeps users informed on a regular and timely basis on the status of their request for IT service. Works with users to determine or independently determines urgency of requests and engages additional resources as needed.
5. Develops a general understanding of department specific software applications and department functions. Works with department staff to understand their specific department software functionality and requirements to assure hardware and network compatibility. Works on department software installs and upgrades, testing and debugging. Engages other IT staff for assistance with installation and problems when needed. Creates and maintains technical documentation for their departmental hardware and software processes, including step-by-step processes, troubleshooting methods, and general support documentation.
6. Maintains requests from users via the IT department internal tracking system. Utilizes the system to communicate with users and log status updates and problem resolution details. Updates assigned help desk requests on a regular and timely basis.
7. Provides support for user computer device network connections. Installs and/or customizes County-owned user computer device and software for network connections. Implements processes and procedures developed by Network, security, Server and Project Leader staff and management for network connections and security. Works with Network, security, and Project Leader staff to debug and resolve user network connection issues.
8. Maintains the organization's phone user directory, including updating to reflect employee changes and speed dials.
9. Troubleshoots and supports remote workers technology issues, including connectivity issues, equipment, and software problems, etc.
10. Interacts positively with internal and external customers. Communicates and interacts effectively and respectfully with employees, supervisors, individuals from other organizations, and customers.
11. Promotes a diverse, culturally competent, and respectful workplace.
12. Performs the physical and mental demands of the position.
13. Attends work during regularly scheduled hours.

ADDITIONAL FUNCTIONS:

1. Orders and maintains computerized inventory of user computers and orders computer supplies. Orders hardware, software and other computer equipment and supplies. Prepares purchase orders for approval of the IT Director. Tracks and follows up on warranty issues with vendors. Makes sure users have valid software license for all programs. Works with departments on computer device inventory and purchasing.
2. Monitors current developments in the computer field. Research, test, and recommend new hardware and software.
3. Participates in professional staff development. Participates in training and education opportunities to maintain and improve proficiency. Attends and participates in professional organizations. Associates with employees and departments from other counties and states for collaboration.
4. Performs other related functions as apparent or assigned.

QUALIFICATIONS

MINIMUM QUALIFICATIONS:

• A vocational/technical certificate in computer-related studies; and
• Working experience with PC hardware, Microsoft Windows, and Microsoft Office.
• OR Equivalent combination of education and experience necessary to perform the essential functions of the position including personal computer support, PC hardware, Microsoft Windows, and/or Microsoft Office.

PREFERRED QUALIFICATIONS:

• Experience supporting mobile device technology
• Experience with supporting user device network connectivity
• Experience with computer hardware/software procurement processes
• Fluent in understanding and speaking languages other than English such as: Spanish, Somali, Chinese, Sudanese, or Arabic.

CONDITIONS OF EMPLOYMENT:

• Must possess a valid driver's license and be able to drive in the State of Minnesota.
• Must successfully pass a background check.
• Must comply with all federal and state laws and organizational and departmental policies and regulations.
• Must comply with data practices policies and standards relative to not public data. Any access to not public data should be strictly limited to accessing the data that are necessary to fulfill the employment responsibility. While data are being accessed, incumbent should take reasonable measures to ensure the not public data are not accessed by individuals without a work reason. Once the work reason to access the data is reasonably finished the not public data must be properly stored according to county policy and the Minnesota Statutes.

HOURS OF WORK
Monday through Friday from 8:00 a.m. to 5:00 p.m. This position does allow for flexible scheduling and does involve overtime hours.
Benefits Overview
AFSCME, No. 65 - Courthouse & Human Services
The County of Blue Earth provides a comprehensive, balanced, competitive total compensation package. The County's benefit programs address both the immediate needs that you and your family may have, such as medical coverage or dependent care assistance, and your long-term needs, such as retirement savings. Benefits begin upon date of hire.
The following outlines County offered total compensation benefits. This document provides an overview and does not offer all provisions, limitations, and exclusions. If there is a contradiction between this and the official plan documents and/or collective bargaining agreements, the plan documents will prevail.
Regular, Full-Time Employee
Wage/Salary Scale
Blue Earth County features a 12-Step Pay Plan. Our advertised salary ranges include all 12 Steps. A selected candidate will typically be offered Step 1 of the salary range. Additional salary considerations are subject to negotiation and dependent on skills and experience directly related to the position.
Vacation Leave
Vacation accruals, utilization, and payouts are detailed in the collective bargaining agreement and/or the employee handbook.
Blue Earth County Years of Service Bi-Weekly Accrual Rate
0 - 5 years - 3.85 hours
6 - 9 years - 4.77 hours
10 - 13 years - 5.69 hours
14 - 18 years - 6.62 hours
19 - 24 years - 7.54 hours
25 years - 8.46 hours

Sick Leave
Employees accrue sick leave at a rate of 7.34 hours for each full month of service.
Paid Holidays
Blue Earth County recognizes 11 (88 hours) paid holidays, and employees receive one floating holiday per year.
Health Insurance
Employees may choose from 3-health insurance plans and either single or family coverage. Insurance Rates (Monthly) - Effective: July 1, 2023 - June 30, 2024
Plan 1: CMM $0 Deductible
Employee: Single - $120.40 / Family - $1,061.38
Employer: Single - $1,083.45 / Family - $2,476.55
Total Cost: Single - $1,203.85 / Family - $3,537.93
Plan 2: CMM $300 Deductible
Employee: Single - $0.92 / Family - $710.28
Employer: Single - $1,083.46 / Family - $2,476.54
Total Cost: Single - $1,084.38 / Family - $3,186.82
Plan 3: HDHP with HSA
Employee: Single - $0.00 / Family - $422.96
Employer: Single - $868.64 / Family - $2,129.83
Total Cost: Single - $868.64 / Family - $2,552.79
Blue Earth County contributes to a health savings account (HSA) when the employee elects the HDHP. Single coverage HSA contributions equal $1,500, and family coverage HSA contributions equal $3,000.
Life Insurance
Employees are provided with Term-Life Insurance at no cost to them:

• $20,000 term-life/$20,000 accidental death & dismemberment (AD&D)
• After ten (10) years of continuous employment with Blue Earth County, the policy will increase to $35,000 term-life/$35,000 accidental death & dismemberment (AD&D)

Retirement
The County and the employee contribute to the Public Employees Retirement Association (PERA) based on a percentage of the employee wage:
General/Coordinated Plan
Employee: 6.5%
Employer: 7.5%

Voluntary Benefits Available

• Dental Insurance
• Vision Insurance
• Nice Healthcare
• Long-Term Disability
• Flexible Spending Accounts (Medical and Dependent Care)
• Deferred Compensation (457b)
• Roth IRA
• 529 Educational Roth
• Supplemental Life
• AFLAC

01

The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?

• Yes
• No

02

Do you possess a vocational/technical certificate in computer-related studies and working experience with PC hardware, Microsoft Windows, and Microsoft Office?

• Yes
• No, but I have equivalent combination of education and experience necessary to perform the essential functions of this position including personal computer support, PC hardware, Microsoft Windows, and/or Microsoft Office.
• No

03

If you selected equivalent combination of education and experience above, please describe your equivalent qualifications. If you do not have equivalent combination of education and experience, type N/A.
04

Which of the following best describes your level of education?

• High School Diploma/GED
• Some College
• Certificate
• Associates
• Bachelors
• Masters or Higher
• None of the above

05

If applicable, list the field of study in which you possess a degree.

• Information Technology/Computer Sciences
• My degree is in a field related to Information Technology
• My degree is in a field other than Information Technology
• I do not have a degree

06

Please describe your experience related to working with PC hardware (including personal computer support), Microsoft Windows, and Microsoft Office. If no experience, type N/A.
07

Which of the following technologies do you have experience? (Please select all that apply.)

• Web
• Mobile
• Microsoft 0365
• Network software (exchange, backup, antivirus)
• Security Audit and Assessment tools
• Microsoft Servers
• Network hardware (firewalls, routers, switches)
• VMware
• Desk Phones/phone system
• Others
• N/A - I do not have any of the above experience.

08

Which of the following best describes your years of experience in providing customer service and support?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

09

Which of the following best describes your years of experience troubleshooting and repairing computer hardware?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

10

Describe how your background and experience align with the duties and responsibilities of this position.
11

OTHER QUALIFICIATIONS: Describe any other special training, certifications, or continuing education classes you've completed or skills and experience you currently possess that you feel would make you the best-qualified person for this position.
12

CONDITIONS OF EMPLOYMENT: If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to: verification of employment and education records, identification verification, driver's license record and a criminal history, pre-employment drug testing and pre-employment skills evaluation?
Required Question