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$ 19.68-$ 31.99 hourly

Date Posted:   08/23/2013
Closing Date:   08/27/2013
Working Title:   ResTech Support Specialist
Hiring Agency:   MN St Colleges & Universities
Division/Bureau:   MN State University, Mankato
Location:   Mankato
Who May Apply:   Open only to current state employees
Posting Number:   13MNSC000490
Employment Conditions:   Seasonal, Full-time , 75%
Work Shift:   Day Shift
Days of Work:   Monday-Friday , 08:00 AM-04:30 PM
Travel Required:   no
Job Grouping:   Information Technology
Classified Status:   Classified
Job Description:   *Background Check Required*

This position will be seasonally off from approximately mid-May to mid-August and possibly during class breaks.

This position is responsible for customer support activities including planning, organizing, coordinating and implementing procedures to maintain computer systems. This individual acts as high-level technical resource for multiple software and programming applications, serving as a computer consultant to colleges, departments and individual students, faculty and staff, providing access and security rights, resolving problems related to use of automated systems and databases, exploring new software packages, writing documentation and teaching others how to effectively use these tools in their office operations. This individual will work with multiple platforms and applications.

1) Accountable for day-to-day funcations are carried out in an effective and efficient manner for the ResTech Services. This includes using a data-driven approach to the planning, implementation and improvement of service procedures, working along with other ResTech team staff, coordinating support delivery with other work teams within ITS, serving in a consultative role to ensure technology needs of clientele are met, provide support for incidents and requests escalated from first level, and acting as a backup to provide first level technical support as required.

2) Supervise Student Technical Assistants ? Lead, supervise, mentor, and direct student technical assistants, including but not limited to assigning and reviewing work, directing work, approving transfers, disciplining, suspending, and discharging to ensure that student technical assistants are skilled and available as needed. Ensure MnSCU and ITS policies and procedures are implemented and appropriately enforced.

3) Manage Incident and Request Fulfillment Processes ? Assist in the development and implementation of procedures for efficient, effective and timely resolution of incidents and service requests. Perform ongoing review and quality assurance. When necessary, escalate incidents and service requests to other work groups while maintaining ownership by ResTech Services to ensure service delivery requirements are met.

4) Ongoing Professional Development and Other Duties as Assigned - Pursue ongoing professional and technical development to ensure that ITS is able to anticipate and integrate new technologies to provide value to the University community. Perform other duties as assigned by the Senior Director for Customer Services, Service Desk.


-Three (3) years current IT experience.
-Bachelor?s degree in Information Technology, Computer Information Science, Management Information Systems or related field or five years professional experience in Information Technology.
-Knowledge of computers, telecommunications, WAN/LAN, and peripheral equipment capabilities and ability to work with multiple platforms and applications (e.g., Mac, Windows, MS Office Suite, etc.) sufficient to perform equipment hardware and software set-up and resolve end-user issues.
-Knowledge of trouble shooting techniques sufficient to diagnose and resolve IT problems.
-Knowledge of network security to ensure consistency of networked infrastructure.
-Customer service skills sufficient to courteously confer with end-users to address requests for service or equipment questions and problems and clearly communicate technical concepts and procedures to non-technical personnel.
-Ability to write clearly and coherently using proper grammar, spelling, and syntax so that incidents are documented accurately, can be resolved by others, and can be analyzed for trends.

Preferred Qualifications:   -Two (2) or more years of experience working in Higher Education.
-Demonstrated ongoing IT professional development.
Selection Process:   The selection process is a resume-based, skill-matching process. Resumes of all applicants to this posting will be evaluated against the Minimum Qualifications stated above. If your skills match the required skills for this position, the department may contact you.

If you have already submitted a resume to this database within the last 12 months that clearly identifies your knowledge, skills, abilities, and experience, you do not need to submit another.
How to Apply:   Most State selection processes utilize a resume-based screening process. You will be contacted by agency staff if your background best matches the selection criteria on this job posting. To apply for this position, click the APPLY box found at the bottom of this job announcement. For additional information about the State?s selection process, go to <>.

NOTE: Applications will only be accepted until the closing date indicated on this job announcement. Job applications received after 11:59 pm on the last date of this announcement period cannot be considered.

NOTICE: In accordance with the Minnesota State Colleges and 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.

Contact for More Information:   Jill Frederickson-Kratzke, HR, 507-389-2017;