Temporary Need: The University of Minnesota's (UMN) Office of Information Technology (OIT) seeks 3 Civil Service Temporary staff for User Support. This is a full time position that we anticipate lasting 9 months at $52,000/yearly. This staff would assist with user support needs and increased user contacts due to Changes to Google Workspace and Email Offerings.

Please note: Current students and employees at the University of Minnesota will not be considered for this position.

Dates 5/20/24-2/21/25

Point of Contact: Veronica Gnandt (gnand001@umn.edu)

Job Description:
Interested in an opportunity to learn and work with a variety of technologies across a broad platform? At the University of Minnesota - Office of Information Technology, we currently seek temporary User Support Service Desk Consultants to join our support team that helps customers build positive relationships with technology to further progress the research, education, and outreach missions for the institution. As part of the team, you would use your unique talents to problem-solve and attend to customers' concerns with compassion and empathy, and to support inclusion and diversity efforts of the University of Minnesota and OIT. This position will provide an opportunity to work with multiple groups within the User Support as well as customers across the University. Join our team and help us make a positive difference to the University as an end user support technician!

Job Responsibilities

Service Desk Duties (100%)

• Consult with customers and assist with questions and issues related to the University's services. (35%)
• Use a ticketing system to respond efficiently and accurately to customer questions, concerns, and requests. (30%)
• Exercise strong decision-making skills and appropriate discretion related to severity and prioritization of incidents. (15%)
• Monitor incident resolution to meet service level expectations. (10%)
• Build knowledge of new products and service offerings to provide effective advice and guidance to users. (10%)
  
  

Required Qualifications

• A bachelor's degree in a field related to the position; or a combination of related education and work experience to equal four years.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Must be able to work in a collaborative cross-functional team environment
• Commitment to support the University's goal of creating a positive and inclusive campus environment.
• Self-directed individual with impeccable attention to detail.
• Ability to learn new computer applications quickly.
• Ability to stay connected in real-time communication channels.
• Strong troubleshooting abilities.

Preferred Qualifications

• Proficiency with multiple operating systems.
• Previous customer service experience
• Previous experience supporting users in a help/service desk or call center.
• Previous experience in supporting Google GSuite Apps for Enterprise/Education
• Previous experience in supporting the following enterprise applications:
  TeamDynamix
  Canvas
  Zoom
  Slack
  Peoplesoft
  Duo Security
  VPN

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).