Endpoint Technical Support Technicians Level 2

Date of Request Issuance : 01 / 16 / 2025 Due Date of Responses : 01 / 23 / 2025 by 3 : 00PM

The Metropolitan Council Information Services Department (IS) is seeking candidates to fulfill staff augmentation work. Listed below you will find tables which outline the position title, the estimated start and end dates, a brief narrative of the position responsibilities, and a list of required and desired work specifications for this engagement. DO NOT alter this form other than to add information to the table listed on this page above the signature line.

POSITION TITLE : (2) Endpoint Technical Support Technicians Level 2 Estimate Start Date : February 3, 2025 End Date : October 31, 2025 Work Location / Type : This position offers a hybrid work model, requiring 3 to 5 days on-site each week and 1 to 4 remote days per month. The office location will vary based on the work assignment, as we support 60 locations across 7 counties in the Twin Cities area. The individual in this role will be responsible for supporting three divisions of the Metropolitan Council. They will work as part of a team, with their home location based in either Saint Paul or Minneapolis. Narrative Description of Position : This position is an opportunity for a talented and driven IT Desktop Support Technician to join our vibrant IT team. In this pivotal role, the selected candidate will provide essential technical support and troubleshooting expertise, ensuring the smooth functioning of our organization's desktops, laptops, and various endpoint devices.

s the main point of contact for addressing a diverse range of hardware and software challenges, the technician will be responsible for delivering timely and practical solutions to our users. This role requires a proactive and detail-oriented approach to configuring devices and consistently maintaining our IT equipment standards. The ideal candidate will possess strong problem-solving skills and a commitment to optimizing the end-user experience, contributing significantly to our organization's overall efficiency and productivity.

Key Responsibilities :

• Diagnostic and Troubleshooting : Accurately diagnose and resolve a variety of hardware, software, and network-related issues for personal computers and approved endpoint systems. This includes both on-site and remote troubleshooting to maximize efficiency.
• Installation and Configuration : Responsible for the installation, configuration, and maintenance of operating systems including Windows, macOS, and some Linux applications, along with related peripheral devices.
• First-Line Support : Provide first-line support for enterprise applications, notably Microsoft 365 and other essential business software applications, ensuring users receive timely help and guidance.
• System Maintenance : Perform regular upgrades, patches, and updates across systems to maintain a secure and efficient IT environment, focusing on operations within transit control centers.
• Network Troubleshooting : Address and troubleshoot network connectivity issues, covering areas such as Wi-Fi, VPN, and LAN problems to ensure consistent and reliable access.
• User Account Management : Manage user accounts, permissions, and access within Active Directory and other management systems, including Intune, ensuring adherence to security protocols.
• Deployment of Workstations : Set up and deploy new workstations, laptops, and mobile devices, transferring data and configuring systems to align with organizational standards and user needs.
• Documentation : Meticulously document all support activities, resolutions, and technical procedures within the IT ticketing system to build an ongoing knowledge base and improve future troubleshooting efforts.
• Remote Support : Deliver remote support utilizing remote desktop tools or alternative communication platforms and collaborate effectively with fellow IT staff to escalate and resolve intricate technical issues in a coordinated manner.
• User Education : Educate and guide users on IT best practices, focusing on properly using systems and adherence to security protocols to cultivate a more secure IT environment.

Specifications of Position :

Specifications Descriptions of Specifications MINIMUM SPECIFICATION REQUIREMENTS : Must have to be accepted for consideration for this position. Level of Education Bachelor's degree in Computer Technology with 5-years of experience or a related field AND two (2) years of experience as described below OR an Associate's degree in Computer Technology with 7-years of experience or a related field AND four (4) years of experience as described below; OR High School Diploma or GED and ten (10) or more years of experience as described below may be substituted for post-secondary education Years of experience in Position Title Five years of experience as a desktop / endpoint Technical Support Specialist Certification(s) Degree program or relevant certification dependent on role DESIRED SPECIFICATIONS : Not required, but desire experience in these specifications for this position. Knowledge, Skills and Abilities Handles customer inquiries regarding technology requests and manages problem resolution. Analyzes and tests hardware and software, collaborating with vendors for quick solutions. Participates in scheduled computer hardware refreshes and supports PCs in a Windows, Macintosh, Android and MS Office environment. Knowledgeable in ticket management systems and ITIL best practices; experience in asset management and electronic asset reporting. Skilled in logic, reasoning, and quickly learning new technologies, with proficiency in various software tools and computer hardware. Demonstrated knowledge of working with endpoint solutions 5+ years working with endpoints. This will include hardware and software solutions dvanced knowledge working with Microsoft and Android endpoint device operating systems Certificate and 5+ years working with Endpoints Customer Support Proficient in the principle and process of providing high quality customer service Communications Requirements bility to interact with all endpoint technologists in the organization.

Must have the ability to assess, plan and implement a technical solution and share the plan with management. Perform written and verbal communication. Work E nvironment Working independently and / or in a team environment is required. Required to travel between the primary work site and other work sites across the seven counties. You must qualify for CJIS certification within the first 30 days of employment.