Endpoint Support Technician

Endpoint Support Technician – ITS2

Job : 91297 |
Location: St. Paul |
Hours: Full‑Time, Day Shift (Mon‑Fri) |
Salary: $28.18–$45.82 per hour ($58,839–$95,672 annually) |
Telework: Eligible (up to 50% onsite required)

• Provide 2nd‑level technical support to Minnesota IT Services staff and business partners.
• Liaise with other teams to resolve issues and ensure efficient incident resolution.
• Monitor and resolve requests/incidents through the internal tracking system.
• Perform laptop/desktop imaging following predefined procedures.
• Install and configure software and collaborate with the packaging team for automation.
• Install and configure mobile devices using predefined processes and procedures.
• Document team software needs proactively.
• Provide limited support for print devices and MFDs.
• Diagnose and troubleshoot workstation, mobile device, connectivity, and application issues.
• Implement and maintain appropriate security controls on endpoint devices.
• Assist users in issue resolution and identify enterprise‑level solutions.
• Document, implement, and follow processes to ensure a consistent end‑user experience.
• Collaborate with team members/leads to create or modify processes.
• Identify opportunities for automation and process enhancement for improved efficiency.

• At least 2 years of IT experience.
• Experience installing, setting up, configuring, and troubleshooting computer hardware, software, and peripherals.
• Experience with current mobile (Android, iOS), Windows Client OS, and macOS.
• Experience with MS Office and standard web browsers.
• Experience with remote support and collaboration tools (e.g., Bomgar, Beyond Trust, Team Viewer, RDP, Microsoft Teams, Webex Teams, Slack, Zoom).
• Experience with incident logging and work‑tracking systems (e.g., Remedy on Demand, Footprints, Service Now).
• Experience imaging desktops and laptops for deployments (e.g., MECM, Ghost, Acronis).
• Experience providing customer service and effective communication.
• Experience with print management, set‑up, and configuration of printers and MFCs.
• Experience with Microsoft Group Policies, Active Directory, AD permissions, and OU structures.
• Experience in vulnerability remediation and patch management.
• Experience working in a networked environment, TCP/IP, cabling, switches, VPN, and wireless resources.
• Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
• Customer‑focused approach grounded in active listening, empathy, and solution‑oriented problem‑solving to deliver positive user experiences.

• Experience multitasking, prioritizing, working on deadlines, and creating efficiencies.
• Experience writing documentation and presenting ideas to groups of people.
• Experience with digital distribution services (e.g., Google Play Store, Microsoft MECM, Microsoft Store, Apple App Store).
• Demonstrated ability to translate technical information for non‑technical staff.
• Experience in problem‑solving methodology with the ability to multitask in a fast‑paced environment.
• Proficient in communication and interpersonal skills as applied to interaction with customers, coworkers, and others.
• Ability to effectively organize and prioritize work and perform in an effective and timely manner.
• Experience working with digital encryption methods (e.g., Bitlocker).
• Comfortable working as part of a team and independently.

Requires moving/lifting devices such as desktops, monitors, laptops, and miscellaneous equipment from multiple locations (Desk to desk or from one agency site to another). Must lift devices up to 40 lb. and gain access under desks.

Candidate must pass all legally required checks prior to employment, including SEMA4 Records Check, Criminal History Check, Reference Check, Social Security and Address Verification, Education Verification, CJIS Background Check, Driver’s License Check, and other required checks.

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