Information Technology Specialist

Under general supervision of the Chief Information Officer (or IT Supervisor) this unclassified position provides support to end users on a variety of issues. Responds to telephone, e‑mail and personal requests for technical support. Works with a small team to identify research and resolve technical issues. Documents, tracks and monitors the problems/issues for timely resolution. Has knowledge of commonly used concepts, practices and procedures related to the management of a Windows based system.

Responsible for technical and customer service work supporting Minnesota Board of Public Defense end users of IT hardware, software and operational processes. Provides user support services as an IT service desk team member, and performs information processing and data flow monitoring tasks. Work involves evaluating a wide variety of user problems and identifying and applying the correct procedures in varying situations and circumstances, determining request priorities and when to refer unresolved technical problems to higher level work groups, using specified software tools to access and make changes to user workstations and laptops, track and document service issues and resolutions, and to communicate with customers and IT staff.

• Responds and provides the first level of support for IT Service Desk help tickets, telephone calls and emails from end users concerning technical problems;
• Under supervision participates in project implementation;
• Resolves a wide variety of IT hardware issues, software, and operational issues;
• Maintains high standard of customer service when prioritizing requests and answering questions regarding access to and use of Microsoft, and other public defender applications, software and hardware;
• Provides personalized training on the use of public defender applications over the phone, in person and via e mail;
• Identifies and evaluates technical issues, considering multiple possible factors known to contribute to the described problem;
• Consults with IT colleagues and researches documentation of previously resolved tickets and other relevant resource materials as needed to resolve problems in a timely manner in accordance with applicable guidelines and policies;
• Fulfills user service requests, such as: participates in projects as assigned, including (but not limited to): helping test and deploy new or modified applications;
• Conducting acceptance and integration testing;
• Assisting in the reviewing of current documentation for inclusion in the knowledge base;
• Researching new product support information; creating team job aids;
• Running requested reports;
• Assists with scheduling and training court users when implementing new applications or system enhancements.

• Knowledge of information technology software, hardware and network communication technology and protocols, hardware, software and network systems in use at the Board of Public Defense, network software, electronic mail and common office applications;

• Skill in using a computer and related equipment and software;
• Skill in communicating general and technical information effectively in person, over the phone and in writing;
• Skill in organizing and prioritizing work and handling multiple simultaneous tasks;
• Skill in maintaining customer service standards and providing courteous.

• Ability to use a keyboard, personal computer, and approved software tools and interfaces to perform assigned work;
• Ability to communicate effectively, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees;
• Ability to respond to a large volume of phone, email application ticket requests, and personal requests quickly, accurately and consistently;
• Ability to analyze, evaluate, troubleshoot and resolve system hardware, software and operational problems;
• Ability to perform work independently and as a project or team member;
• Ability to test programs or applications;

• Graduation from an approved high school supplemented by completion of approved college level course work in computer science or a related technical area.
• Two to three years of relevant IT user support, customer service and operations experience.