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IT Unit Supervisor - Service Desk (Open)

Posted on Aug 15, 2019 by St. Louis County, Minnesota

Duluth, MN 55801
Customer Service
Immediate Start
Annual Salary
Full-Time
JOBThe salary range reflected above is the normal hiring range for 2019. The full salary range, including longevity pay, is $32.63 - $46.22 per hour.Responsible professional work supervising and participating in the design, implementation and support work of an assigned functional area in the Information Technology Department.The IT Service Desk Supervisor will oversee all Service Desk support staff and ensure that end users are receiving appropriate assistance. This highly customer service oriented position includes the responsibility of managing all procedures related to identification, prioritization and resolution of customer incidents, including the monitoring, tracking and coordination of Service Desk functions. The incumbent will be responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. This individual will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.EXAMPLE OF DUTIESAn employee in this class is responsible for managing an assigned functional area in the Information Technology Department. Duties include but are not limited to supervising and participating in the following areas: information systems including application development, database management, server management, storage management, backup and disaster recovery infrastructure management, security services, computer Workstation and mobile device administration. The work is performed under the direction of assigned supervisory staff.MINIMUM QUALIFICATIONSThese work environment factors are general in nature and may vary depending on the specific position being filled. CONSTANT: Near vision and sit. FREQUENT: Hear up to 20 feet and work alone. OCCASIONAL: Lift and carry up to 50 pounds; color vision; work with others and drive.SUPPLEMENTAL INFORMATIONMINIMUM QUALIFICATIONS (Pass/Fail):Graduation from an accredited college or university with a Bachelor's degree in computer science, information systems, management information systems, information technology, business administration or a closely related degree AND seven (7) years Full time paid verifiable experience; OR graduation from an accredited college or university with an Associate's degree in computer science, information systems, management information systems, information technology, business administration or a closely related degree AND nine (9) years Full time paid verifiable experience; OR an equivalent combination of education and experience as determined by the Human Resources Director.Possession of a valid driver's license.EXPERIENCE & TRAINING ASSESSMENT (SUPPLEMENTAL QUESTIONS 100% of the scoring process):Points will be awarded for job-related experience and education exceeding the minimum qualifications. Only experience occurring during the ten most recent years will be used in determining this rating. Experience beyond ten years may be included on the application for purposes of meeting minimum qualifications or informing the hiring authority of your complete employment history.Please Note: When answering the supplemental questions on the website, the webpage will time out after 30 minutes. It's recommended you draft your answers in a Word document and copy/paste the answers into the application when you're finished writing. Failure to answer all of the questions on the 'Supplemental Questions' page within 30 minutes will result in the deletion of your answers by the application system.TENTATIVE RECRUITMENT & SCREENING PROCESS SCHEDULE:August 2, 2019 - Applicant screening will begin.Week of August 26th - Supplementals to be scoredWeek of September 9th - Interviews to be conductedESSENTIAL FUNCTIONS: The essential functions for this position are listed under the 'ILLUSTRATIVE EXAMPLES OF WORK' on the specification, available in the Human Resources Department or online at PREFERENCE:If you are eligible to apply for Veterans Preference, please attach to your application a copy of document(s) listed for the option that applies to you: Veteran: DD214 noting character of serviceDisabled Veteran: DD214 & compensable disability award letter issued within the last 6 months.Spouse of Disabled Veteran: DD214 & compensable disability award letter issued within the last 6 months & marriage certificate. (Eligible only if Veteran is unable to qualify because of the disability.)Spouse of Deceased Veteran: DD214, Marriage Certificate and Death Certificate.Please refer to Minnesota Statue 197.455 for additional requirements. Click Here.PHYSICAL-MEDICAL STANDARDS: Qualified applicants must be able to perform the essential functions of the position with or without reasonable accommodation. Applicants selected must meet the physical requirements for the position.DRUG TESTING: Applicants selected for appointment must take and pass a drug test.BACKGROUND CHECK:Applicants selected for appointment to a position with St. Louis County are subject to a background investigation.EMPLOYMENT ELIGIBILITY VERIFICATION:All new employees must submit documentation verifying identity and employment eligibility within three days of their first day of employment.PROBATIONARY PERIOD:Appointees to the position must successfully complete a twelve month probationary period prior to being certified for permanent employment.NON-DISCRIMINATION: St. Louis County is an equal opportunity and veteran-friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, marital status, familial status, age, sexual orientation, status with regard to public assistance, disability, genetic information, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. by Jobble

Reference: 745664589