Technology Supervisor, End User Support Specialists (On-Site)

Job Posting End Date: May 2, 2024 at 11:59pm CST

Hiring range: $80,516.80 to $96,616.00 ($38.71 to $46.45 per hour). Starting rate will depend on experience, education, and qualifications. Advancement opportunities exist for individuals motivated to move up within Anoka County.

Come join our team at Anoka County where you can serve your community while enjoying the benefits of work-life balance! This includes 24 days paid of flexible time off and up to 12.5 holidays your first year.

In order to be considered for this position, information to support your answers must be included in your application. A resume attachment is optional and cannot be used in place of this application. Applications must be received by the closing deadline of 11:59pm on 05/02/2024 in order to be considered.

Position Description

The Anoka County Information Technology department is committed to helping the County's programs and services successfully meet their business objectives while enabling innovation through technology. They accomplish this by gathering information about users' needs, identifying solutions, facilitating the implementation, support, training, and ongoing resources needed to meet those needs.

As the Supervisor, End User Support Specialists, you oversee the day-to-day operations of a technical support team responsible for evaluating, researching, and implementing computer hardware, applications, peripherals, mobile devices and connected systems for Anoka County. You are also responsible for coaching team members on effective methods to research, troubleshoot, and deliver solutions.

This is a full-time, exempt, on-site position. Interviews will take place the week of May 6th, 2024 for those selected to move forward in the hiring process.

Pay & Benefits

• Salary: $80,516,80 to $96,616.00 ($38.71 to $46.45 per hour).

• 2024 Anoka County Salary Schedule Grade 36. $80,516 to $112,715 ($38.71 to $54.19 per hour).

• 24 days of paid flexible time off and up to 12.5 paid holidays.

• Comprehensive insurance, including medical, dental, vision, flex benefits and more at www.anokacountymn.gov/benefits.

• Medical and dental clinic exclusive to employees, located at the Anoka County Government Center.

• Pension plan and other retirement investment options.

• Advancement/professional development opportunities.

Work Location

• This position will work at Anoka County Government Center, located at 2100 3rd Ave, Anoka, MN 55303.

• This position may be eligible for flexible work arrangements, including hybrid work, with some days working remotely and some days working in the office.

• Expected work hours are Monday

• Friday 8:00 a.m.

• 4:30 p.m.

Job Duties and Responsibilities

These examples are not all inclusive and are intended to be illustrative of primary responsibilities of an Anoka County Technology Supervisor, End User Support Specialists.

• Supervise and coordinate activities of End User Support Specialists engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from employees seeking guidance on technical problems, diagnosing nature of problems, and assisting employees through problem solving steps.

• Train team on processes, tools, and procedures required to document, track and resolve reported problems.

• Ensure the latest product and technical updates or policies are available and communicated to the team.

• Identify, troubleshoot, and resolve information systems problems to minimize down time of applications and personnel.

• Monitor request queue and track key metrics to ensure sufficient coverage and achievement of service standards.

• Act as the tier 2 escalation point for critical issues and facilitate a final resolution.

• Ensure proper documentation related to the systems or workstations is maintained.

• Design and deliver end user training on processes, tools, and procedures.

• Provide leadership, coaching, and/or mentoring to a subordinate group.

Qualifications and Requirements:

Minimum Knowledge, Skills, and Abilities Needed

• Bachelor's degree and at least 3 years of job-related experience.

• In lieu of the required education, an equivalent combination of education and experience may be substituted on a year-for-year basis.

Preferred Knowledge, Skills, and Abilities Needed

• Degree in Computer Science, Computer Engineering, Information Technology or related field.

• Previous leadership experience.

• Experience in computer hardware, software, and network system administration.

• Experience with word processing, spreadsheets, database, email and Windows based application software.

• Ability to communicate technical information to non-technical audiences.

• Ability to provide individual or small group instruction and training in the use of computer products.

Physical Demands and Work Conditions

• Standard office environment.

• Vision abilities required by this job include close vision, distance vision, and the ability to adjust focus, such as to work on computers. Ability to see colors, shades and brightness.

• Hearing abilities required for general and phone communication, signals, and machine sounds.

• Cognitive abilities required include problem solving, prioritization of tasks, short- and long-term memory, interpreting and understanding written documents, and general mathematical skills.

• Assignments may require several hours of varied physical activity in addition to viewing a computer screen, sitting at a desk, or walking/standing to assist county employees.

• Physical activity may include repeated bending, stooping, reaching, frequent wrist and finger manipulation to complete computer work, and occasionally pushing carts to transport equipment.

• Regular lifting of 20-50 lbs. while moving materials.

• Equipment used includes computers, phones, and standard office equipment in addition to IT maintenance equipment depending on assignment.

• IT maintenance equipment may include but is not limited to hand and power tools, electrical and electronic installation and testing tools/instruments, and personal protective equipment.

• Occasional travel to other county work sites as needed.

• Travel between work sites may require driving a county vehicle and/or a personal vehicle.

• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Selection Process

It is important that your application show all the relevant education and experience you possess. This information will determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions.

Pre-employment Requirements

Anoka County has determined that successfully passing a pre-employment criminal/driving background check, drug screen and DOT physical, and/or other qualifications checks may be necessary for certain positions. Applicants may be required to sign an informed consent form allowing the County to obtain to conduct such screenings 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.

About Anoka County

As the fourth largest county in Minnesota, we depend on the diversity, dedication, determination, and innovation of our employees. We offer a wide range of career opportunities for people with a variety of personalities, abilities, knowledge, and life experiences who can come together for the single purpose of serving Anoka County's 369,000 citizens in a respectful, innovative, and fiscally responsible manner. If your career aspirations resonate with our mission, we invite you to Find Your Path with Anoka County! Hear from other Anoka County employees here.

Commitment to Affirmative Action and Equal Opportunity Employment

Anoka County is committed to the principles of our Affirmative Action Plan and Equal Employment Opportunity. It is the policy of Anoka County to recruit, hire, train, and promote persons in all job titles, without regard to race, color, creed, religion, sex (including pregnancy and gender identity), national origin, marital status, genetic information, status with regard to public assistance, physical ability, sexual orientation, or age except where such status is a bona fide occupational qualification. It is the policy of Anoka County to make employment decisions in a manner that will further our Affirmative Action Plan and Equal Employment Opportunity.

If you require accommodations or have any other questions regarding this job posting, please call the Anoka County Human Resources Department at 763-324-4300 and reference the posting title and number. If you have questions about the hiring process, please visit: http://www.anokacountymn.gov/er-faq

Anoka County is an Equal Opportunity Employer, please see our EEO policy: https://www.anokacounty.us/401/Diversity-EEO