IT Deskside Support Technician II - A/V Support

Provides on-going technical support, analysis, coordination and troubleshooting for City conference rooms and A/V technology (primarily rooms with Barco and Teams Room systems).

Work Location This position is full-time onsite.

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

• Maintain, analyze, troubleshoot, and repair IT supported A/V conference tool related hardware and software.
• Monitor ticket and request queues, take ownership for resolution and prioritize in accordance with IT procedure and Service Level Agreements.
• Work and engage with project coordinators, vendors and other project resources on Teams room planning, configurations, and installations, serving as the main IT technical point person.
• Guide and train Service Desk Agents and Deskside Technicians on basic Teams and other A/V setup and support.
• Make sure all necessary documentation is updated to reflect changes implemented in performance of job duties, for example asset registries, knowledge bases, and help files.
• Create and update training materials, standards, and documentation to aide both City users of conference room technology, and IT staff in the support of the technology.
• Partner with City Communications and other departments to support unique spaces like the Council Chambers and/or the Conference Center.
• Provide Support, expertise, and training of audio-visual technology to City staff.
• Oversee the health and performance of all Teams Rooms through the Microsoft Teams Admin Center, regularly check for updates, monitor device health, and proactively troubleshoot issues.
• Stay on top of new features or updates from Microsoft that could make these spaces even better.
• Bring feedback from customer engagements to provide input for hardware and software recommendations relating to conference room technology.
• Prepare equipment for decommissioning, including secure removal and destruction of data.
• Interact with other technology groups as appropriate to efficiently respond to user requests/problems.
• Facilitate engagement with vendors to identify and resolve problems.
• Confer with engineering and application and support staff to resolve more complex problems.

Minimum Education: High School Diploma or Equivalent
Minimum Experience: Three or more years of hands-on technical experience of A/V or conference room related hardware/software break-fix and support in a mid-large size enterprise (preferable Microsoft Teams)
License And Certifications: A+ Certification or Equivalent
Valid Driver's license is 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.

Background Check (Police)
The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.

Drug and Alcohol Testing:
All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.

Union Representation:
This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME Union. For more information on the terms and conditions of this agreement please visit: AFSCME

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 three 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.

* Must successfully complete additional City-provided IT-related training and/or certifications-upon employment.
* Strong interpersonal skills

• Knowledge of A/V conferencing related hardware/peripherals and Microsoft Intune
• Familiarity and experience with standard tech support concepts, practices, and procedures.
• Ability to connect related issues and see the big picture.
• Ability to communicate technical issues in non-technical terms * Strong oral and written communication skills.
• Ability to understand and articulate root cause.
• Strong written and communication skills.
• Proven ability to work independently 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 knowledgeable 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 customer and co-workers.

The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.

Employer

City of Minneapolis

Address

350 South 5th Street
Room 1
Minneapolis, Minnesota, 55415

Phone

(612) 673-2282

Website

http://www.minneapolismn.gov/jobs

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.