"Alerted.org

IT Service Desk Agent I - In-Person Support

Print (https://www.governmentjobs.com/careers/minneapolismn/jobs/newprint/5120128)

Apply



IT Service Desk Agent I - In-Person Support

Salary

$27.69 - $33.66 Hourly

Location

Minneapolis, MN

Job Type

Full-time

Job Number

2025-00503

Department

Information Technology

Division

Telecommunications&Network Srv

Opening Date

10/30/2025

Closing Date

11/13/2025 11:59 PM Central

FLSA

Non-Exempt

Bargaining Unit

CAF

+ Description

+ Benefits

+ Questions

Position Description

Serve as the IT Department central point of contact in an in-person walk-in help desk tech hub environment to provide in-person triage and level 1 technical support, analysis, troubleshooting and escalations related to computer systems, hardware, or software.

Work Location:This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

• Provide first level remote and on-site face-to-face support from the City’s in-person tech support center including maintaining, analyzing, troubleshooting, repairing, and installation for all IT supported hardware, software, and Windows operating systems, applications and all peripheral devices (Level 1).

• Assure that all tickets requiring follow up work, and/or escalation receive appropriate attention.

• Assist in developing and documenting changes and improvements to current processes, knowledge base and help files.

• Setup and configure workstations, adhering to security requirements and City IT policies.

• Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, tablets and mobile devices.

• Provide support and basic training to clients for general operation of Windows operating system, MS Office tools/Office 365, application software and standard supported COTS software.

• Consult with customers and IT team members to provide hardware and software recommendations.

• Prepare equipment for decommissioning, including secure removal of data.

• Assist in maintaining hardware and systems inventories, ensuring they are kept up-to-date and as accurate as possible.

• Take ownership of and responsibility for the requests and prioritize them in accordance with procedures and Service Level Agreements.

• Update request and incident tickets using an IT Service Management system and maintain related incident resolution history and documentation.

• Interact with other technology groups as appropriate to efficiently respond to user requests/problems.

• Partner with vendors to identify and resolve problems.

• Confer with upper-level technicians and application support staff to resolve more complex problems.

Working Conditions: Office in-person support center setting

Required Qualifications

Minimum Qualifications: High school diploma or equivalent

Minimum Experience: N/A

Licenses/Certifications: A+ Certification or equivalent (Must obtain A+ certification within 12 months after hire)

Equivalency: An equivalent combination of education and experience closely related to the duties of the position MAY be considered.

Incumbents may be eligible for promotion to IT Service Desk Agent II upon obtaining certification and meeting certain other criteria.

An updated resume to your application is strongly encouraged but not required

Selection Process

The selection process will consist of one or more of the following steps: a rating of relevant education and experience 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 between the City of Minneapolis and the AFSCME General Unit (CAF). For more information on the terms and conditions of this agreement please visit: AFSCME General Unit - City of Minneapolis (https://www.minneapolismn.gov/government/departments/hr/labor-agreements/afscme-general/)

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 two months 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, especially with in-person, face-to-face customer interactions

• Strong interpersonal skills, especially with in-person, face-to-face customer interactions

• 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.

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.

Benefits Summary

Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being. Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page (http://www.minneapolismn.gov/hr/benefits/WCMS1Q-066289) .

Insurance

Health insurance

Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design (http://cityofminneapolis.welcometomedica.com/page/61) with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet and HealthPartners Medical Group First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance

The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Life insurance

The city provides basic life insurance of one times your annual salary up to $50,000. You can elect to purchase optional life insurance.

Paid time off

Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements (http://www.minneapolismn.gov/hr/laboragreements/index.htm) .

Paid parental leave

City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Retirement

City employees earn a pension and may choose to participate in additional retirement savings programs.

+ Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.

+ Deferred compensation: Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

Transportation

Eligible City employees may choose to participate in the following transportation programs:

+ Metropass: TheMetropass (http://www.minneapolismn.gov/hr/benefits/trans/benefits\_pre-tax-transit) program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.

+ Parking or Van Pool:The City of MinneapolisTransportation Benefits Plan (http://www.minneapolismn.gov/hr/benefits/trans/WCMS1P-113620) gives you options to pay certain commuting costs, such as qualified parking and van pool expenses, with pre-tax dollars.

Learning and development

To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University, St. Catherine’s, and St. Mary's University of Minnesota are available to City employees.

Other perks

Employees can also take advantage of flexible spending accounts, theEmotional Wellbeing Solutions (https://www.minneapolismn.gov/government/departments/hr/benefits-wellness/) , health club discounts and more.

01

How did you find out about this position? (Select all that apply)

+ Recruiter

+ City of Minneapolis website

+ City of Minneapolis employee

+ City of Minneapolis job interest card

+ City of Minneapolis Career Opportunities Bulletin

+ Friend, family, or community

+ League of Minnesota Cities website

+ Diversityjobs.com website

+ Governmentjobs.com website

+ Indeed.com website

+ Minnesotajobs.com website

+ Minnesota Council of Nonprofits website

+ Other Website

+ LinkedIn

+ Twitter / X

+ Facebook

+ Other social media site

+ Newspaper

+ Other media

+ College or University

+ Community organization

+ Job Fair

+ Professional association

+ Site Visit

+ None of the above

02

Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).

03

What is the highest level of degree you have successfully obtained?

+ High School Diploma/GED

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

+ Doctorate Degree

04

Please select the field of study in which you have obtained your degree in:

+ Information Technology Systems

+ Security Engineering

+ Computer Forensics

+ Systems Development / Engineering

+ Computer Science

+ Networking

+ Other

+ None

05

If you marked 'Other' to previous question, please indicate what your degree is in.

06

How many years of experience do you have in an IT Help Desk or customer service agent role, analyzing, troubleshooting and escalations related to computer systems, hardware, or software?

+ No Experience

+ Less than 1 year

+ 1 year but less than 2

+ 2 years but less than 3

+ 3 years but less than 4

+ 4 years but less than 5

+ 5 or more years

07

Please indicate if you have 1-2 years of the below hands-on IT Support experience. (Check all that apply)

+ Installing and configuring PCs, printers, or mobile devices

+ Troubleshooting hardware and software issues

+ Supporting Windows and Microsoft 365 environments

+ Performing basic network setup or troubleshooting

+ Assisting users in person or through a help desk

+ I have none of the above experience

08

Do you have an A+ certification?

+ Yes

+ No

09

If you are currently enrolled in an A+ certification course, please describe more about the course and completion date (Write N/A if not applicable).

10

Please indicate if you have obtained any of the below certifications. (Check all that apply)

+ Microsoft 365 Certified: Modern Desktop Administrator Associate

+ CompTIA Network+

+ CompTIA IT Fundamentals (ITF+) (entry-level, though below A+)

+ HDI Desktop Support Technician

+ Apple Certified Support Professional (ACSP)

+ Google IT Support Professional Certificate (Coursera)

+ Other

+ I do not have any certifications

11

If you marked 'Other' to previous question, please indicate what certification(s) you have. (Write N/A if not applicable)

12

What software applications, troubleshooting tools, and/or types of devices do you have experience using? Include work and personal experience and please describe your levels of proficiency. If none please write 'None'.

13

What tools or systems do you have experience using to support computer users and solve issues for them over the phone/remotely? (At the City, we use ServiceNow, Bomgar, PCDoctor, and others.) If you have no experience, please write 'None'

14

This position provides in-person technical support to City employees. Please describe your experience providing face-to-face IT or customer service support.

15

This position is a tier 1, entry level technical support role. In your own words, what trait do you think will be most important to be successful in this role and why?

16

Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)

+ Spanish

+ Somali

+ Hmong

+ Laotian

+ Amharic

+ Oromo

+ Vietnamese

+ American Sign Language (ASL)

+ None of the above

Required Question

Employer

City of Minneapolis

Address

350 South 5th Street

Room 1

Minneapolis, Minnesota, 55415

Phone

(612) 673-2282

Website

http://www.minneapolismn.gov/jobs

Apply

Please verify your email addressVerify Email