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ITSM Technology Support Analyst

Anoka Technical College

Anoka, Minnesota

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ITSM Technology Support Analyst

Anoka Technical College

Details

Posted: 02-Aug-22

Location: Anoka, Minnesota

Salary: Open

Internal Number: 1596

Location: Anoka, MN

Full/Part Time: Full Time

Employment Condition: Unlimited

Job Description:

The Office of Information Technology (OIT) will provide high-quality administrative, academic and integrative technology services to facilitate ARCC and ATC's mission, vision, and strategic plan as it applies to the administration and support of teaching and learning. OIT will provide innovative assistance and leadership in technology services to all parts of the college to ensure all stakeholders' goals and objectives are met. To accomplish this mission, OIT will work collaboratively with the campus community to provide transformative technological leadership, utilizing the foundations of MinnState's Equity 2030 initiative (https://www.minnstate.edu/Equity2030/) and the colleges' BRIDGES (Belongingness, Restoration, Inclusion, Growth, Equity, and Sustainability) framework, which drives the foundations of OIT.

The ITSM Technology Support Analyst will be instrumental in the development and management of the IT management software to manage and maintain end-user administrative and educational hardware and software inventory to support ARCC & ATC faculty and staff's teaching and learning responsibilities. Additionally, the ITSM Technology Support Analyst is accountable for and works independently to provide appropriately leveled technology support services. This position collaborates with all OIT members and provides feedback and direction towards the development and maintenance of the Service Management tool.

This position is primarily on campus but may have some limited opportunities for remote work based on the needs of the colleges.

Required Qualifications:

Two years of current professional IT experience managing service desk tickets using service management or customer relationship management systems (experience should be in the last 5 years)
Experience in developing, updating and maintaining a technical support knowledgebase
Experience in multiple operating systems such as Windows, Macintosh, iOS, Android/Chrome and a variety of software sufficient to support e-mail, office productivity, and other commonly used software applications
Demonstrated experience analyzing tickets or incidents to identify trends and develop recommendations for management
Understanding of best practices in project management principles and gathering stakeholder input in regard to providing outstanding Service Desk services
Ability to interact effectively with diverse populations having a wide range of technical skills and abilities

Preferred Qualifications:

Experience effectively providing and leading work direction
Experience working in an educational setting
Knowledge, skills, and ability to work with a wide range of instructional technology, such as document cameras and audio-visual systems
Certificate in ITIL methodology
Demonstrated understanding of networking, telecom, wireless, and VPN solutions
Ability to effectively communicate complex technical ideas and procedures to non-technical personnel utilizing oral and written communication skills as well as human relations and consulting skills

Other Requirements:

In accordance with the Minnesota State Colleges & Universities (MnSCU) Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to MnSCU's vehicle use criteria and consent to a Motor Vehicle Records check.

About:

Anoka-Ramsey Community College (ARCC) is an open-door, comprehensive higher education institution committed to excellence in teaching and learning. ARCC has campuses in both Cambridge and Coon Rapids, Minnesota. Anoka Technical College (ATC) provides innovative career and technical education to help our students and communities live and learn well. ATC is located in Anoka, Minnesota.

The aligned institutions of Anoka-Ramsey Community College and Anoka Technical College (ATC) are members of Minnesota State. With over 100 degree, certificate, and transfer programs across three campuses, ARCC and ATC have served the citizens of the Twin Cities and East Central Minnesota since 1965. Annually, the two colleges (three campuses) serve more than 16,000 learners of all ages and ethnicities as they pursue associate degrees that transfer as the first two years of a bachelor's degree, or technical and certificate programs that lead immediately to rewarding careers.

We are committed to responding to the educational needs of our changing communities and to providing opportunities for enhancing knowledge, skills, and values in a supportive learning environment. We recognize and assert the value of inclusion as an ethical imperative and as a necessity for academic rigor, student success, and lifelong learning. Our goal is to strive for inclusive excellence in our commitment to preparing all students and employees for success. Our commitment to inclusive excellence seeks to extend beyond academic offerings to meet diverse student interests as well as regional and economic needs.

Our college prides itself in our support for students' holistic needs. We have many students who are first-generation students, students with disabilities, veteran students, post-traditional students, and students who identify as LGBTQIA. The student population at ARCC is composed of 0.4% American Indian/Alaska Native, 7% Asian, 11.5% Black or African American, 5.7% Hispanic of any race, 0.1% Native Hawaiian/Other Pacific Islander, 70.1% White, and 4.7% multiracial and 24.8% post-traditional students. The student population at ATC is composed of 0.7% American Indian/Alaska Native, 5.9% Asian, 13.4% Black or African American, 5.5% Hispanic of any race, 0% Native Hawaiian/Other Pacific Islander, 69.7% White, and 4.8% multiracial and 50.1% post-traditional students. We are committed to creating a vibrant and diverse community of employees composed of first-generation students, employees with disabilities, veterans, and employees who identify as LGBTQIA. Our employee population at ARCC consists of 15% Black, Indigenous, People of Color (BIPOC). Our BIPOC employee population at ATC is 6.5%.

For more information about our colleges, please visit http://www.anokaramsey.edu and http://www.anokatech.edu.

The safety of all members of ARCC and ATC is of vital concern. The Clery Act Campus Crime & Security Report is available to perspective employees at http://www.anokaramsey.edu/about-us/safety-security/ and http://www.anokatech.edu/AboutATC/PublicSafety.aspx. The campus Title IX Coordinator at ARCC is Mike Opoku and can be contacted at mike.opoku@anokaramsey.edu or (763) 433-1272. The campus Title IX Coordinator at ATC is Dawn Easley and can be contacted at dawn.easley@anokatech.edu or (763) 576-4268.

Benefits Info:

GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year.

Our differences make us stronger and leveraging them helps us create a workforce where everyone can thrive. The State of Minnesota is an equal opportunity employer. We are committed to embedding diversity, equity, inclusion, and accessibility at our workplace. We do this by developing strong leaders and advocates, increasing cultural competence and understanding among all employees, and removing institutional barriers and attitudes that prevent employees from advancing as far as their talents will take them. We prohibit discrimination and harassment of any kind based on race, color, creed, religion, national origin, sex (including pregnancy, childbirth and related medical conditions), marital status, familial status, receipt of public assistance, membership or activity in a local human rights commission, disability, genetic information, sexual orientation, gender expression, gender identity, or age.

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About Anoka Technical College

Our Mission Provide innovative career and technical education to help our students and communities live and learn well.

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