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Endpoint Lifecycle Lead (Technical Support Specialist 4)

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Endpoint Lifecycle Lead (Technical Support Specialist 4)

Salary

See Position Description

Location

390 Robert St. N St. Paul, MN

Job Type

Full-Time

Job Number

2024-00290

Division

Regional Administration

Opening Date

09/11/2024

Closing Date

9/25/2024 11:59 PM Central

• Description

• Benefits

• Questions

WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.More information about us on our website. (https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx)

We are committed to supporting a diverse workforce that reflects the communities we serve.

Information Servicesis the central IT department supporting all divisions of the Metropolitan Council. Our 140 team members provide technology, practices and innovative solutions that enable the core services of the Council.

How your work would contribute to our organization and the Twin Cities region:

Endpoint Lifecycle Leader (Technical Support Specialist 4) provides support and leadership for a team responsible for refreshing and delivering the technology needs of staff with roles essential to the day-to-day operations of the IS Endpoint Support Services.

Note: This position requires travel to various Council work sites in the Twin Cities metro area. Some Council work sites are not accessible by public transportation, so driving a Council vehicle may be necessary. Candidates must have a valid driver's license with an acceptable driving record.

Candidate's permanent residence must be in Minnesota or Wisconsin.

Full Salary Range: $39.86 - $64.69 Hourly / $82,909 - $134,555 Annually

Benefits: Great work/life balance, insurance starting on day one, MN State Retirement Program pension, in-house clinic, salary continuance for injury or illness, 13 paid holidays per year plus generous annual leave, employee development, free Metro Transit rides, and much more!

What you would do in this job

• Schedule refresh appointments to ensure that operating systems, laptops, and PCs are upgraded or replaced in a timely manner.

• Manage imaging, data transfer, app installation, and hardware setup during refreshes.

• Troubleshoot issues related to upgrades.

• Maintain accurate records of all work performed during refresh activities.

• Coordinate staffing across locations and proactively manage Service Level Agreement (SLA) requirements.

• Oversee IT infrastructure implementation and maintenance, including hardware and software components.

• Oversee and Collaborate with the Endpoint Manager on negotiations of vendors and services associated with all endpoints.

• Manage the endpoint refresh project.

• Collaborate with Project Managers on additional projects involving endpoint support services.

• Manage internal and external deployment teams for technology refresh.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of education (in Computer Technology or a related field) and related experience:

• Bachelor's degree and four (4) years of experience.

• Associate's degree and six (6) years of experience.

• High school diploma/GED and eight (8) years of experience.

Experience should include providing high quality customer service in a ITIL best practices support environment with emphasis on incident and problem management, service-level management, asset management, security compliance, and adherence to documented policies, standards, and procedures.

What additional skills and experience would be helpful in this job (desired qualifications):

• Project management certification or experience in project management.

• Knowledge of security best practices related to data and asset security.

• Proven ability to troubleshoot and solve hardware and software problems.

• Demonstrated experience with (PMBOK) project management processes and methodologies.

• Experience with Microsoft Windows 7, 10 & 11, Active Directory Services, including AD components such as security/distribution groups, group policies, Asure, Intune, DNS and DHCP, and MS Office Suite (Word, Excel, PowerPoint, Outlook) and Office 365 environment.

• Skills with MDM's , ITSM tools and ITAM.

• Proven experience in providing high-quality customer service, including technical support directly to users, customer needs assessment to address service level agreements, and meeting quality standards for customer service.

• Strong communication skills, both verbal and written, and proficiency in presentations.

• Seasoned leadership and delegation skills in a team environment.

• Fast learner with the ability to quickly grasp new technologies.

• Advanced skills in Word, Excel, PowerPoint, Access, Outlook, MS Project, Visio Flow Chart, Internet, TXBase, Web Tools, and Computer Networks (LAN and WAN).

• Ability to identify issues and troubleshoot effectively.

• Experience incorporating principles of diversity, equity, and inclusion in work processes.

  What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of vendor management best practices.

• Knowledge and understanding of service level agreements and operational agreements.

• Ability to stay updated and current on data security, asset security, and related best practices.

  What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

• We encourage our employees to develop their skills through on-site training and tuition reimbursement.

• We provide a competitive salary, excellent benefits and a good work/life balance.

  More about why you should join us! (http://metrocouncil.org/Employment/Making-A-Difference.aspx)

Additional information

Union:Non-Rep

Grade: H

FLSA Status: Exempt

Safety Sensitive: No

What your work environment would be:

You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

1. We review your minimum qualifications.

   2. We rate your education and experience.

   3. We conduct a structured panel interview.

   4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

Security Policy:

This position involves direct access to Criminal Justice Information (CJI) as defined by the FBI CJIS (Criminal Justice Information Services) Security Policy. In accordance with section 5.12.1.1 of the FBI CJIS Security Policy, final candidates must agree to submit to a state of residence and national fingerprint-based record check.

If the result of the record check reveals criminal convictions, the nature and circumstances of those convictions will be reviewed by the Metropolitan Transit Police Department and/or the Minnesota Bureau of Criminal Apprehension to determine if access to Criminal Justice Information would be permissible. If it is determined that access to Criminal Justice Information would not be permissible, the candidate will no longer be considered for the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund

• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan

• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%

• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• Well@Work clinic

• bus/rail pass valued at over $1200 per year

• parking at many job locations

• fitness centers at many job locations

• Employee Assistance Program

• extensive health and wellness programs and resources

  01

  Applicant Instructions: The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step. I have read and understand the above instructions regarding supplemental questions.

• Yes

• No

  02

  How did youfirsthear about this job opening?

• CareerForce Center

• Community Event/Organization

• Employee Referral

• Facebook

• Glassdoor

• Indeed

• Job Fair

• LinkedIn

• Metro Transit Bus Advertisement

• Twitter

• Website: governmentjobs.com

• Website: metrocouncil.org

• Website: metrotransit.org

• Website: minnesotajobnetwork.com

• Other

  03

  If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title. Type N/A if not applicable.

  04

  Please select the option below that best reflects your education and experience level.

• Bachelor's degree or higher in Computer Technology or a related field and four (4) or more years of experience.

• Associate's degree in Computer Technology or a related field and six (6) or more years of experience.

• High School Diploma or GED and eight (8) or more years of experience.

• None of the above.

  05

  Please select all areas below that you have demonstratable experience in.

• Experience providing customer service to both internal and external customers.

• Experience providing IT support in a public sector environment.

• Experience supporting end point devices.

• Experience patching end point devices.

• Experience providing MAC support.

• Experience working with the PMBOK project management process.

• Experience working and collaborating in diverse, multicultural, and inclusive environments.

• None of the above.

  06

  Please describe your experience(s) in all areas selected in the previous question. If you selected "none of the above", please type "N/A".

  07

  Please select all certifications below that you have completed.

• Criminal Justice Information Services (CJIS).

• Microsoft Certified Professional (MCP).

• A+ certification.

• IT Service Management (ITSM).

• Other/None of the above.

  08

  Please describe your experience with and knowledge of the endpoint device life cycle. If this experience doesn't apply to you, please type "N/A".

  09

  Please describe the ITSM tools that you have used and how you process incident and change management. If this experience doesn't apply to you, please type "N/A".

  10

  Do you have experience managing a print queue?

• Yes

• No

  11

  This position is based out of our Robert Street office in St. Paul but will require travel between various Council work sites. This includes areas that are not accessible by public transportation. Do you have the ability to travel between work sites?

• Yes

• No

  Required Question

Agency

Metropolitan Council

Address

390 Robert St. N.St. Paul, Minnesota, 55101

Website

https://metrocouncil.org

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